Senior Application Support Engineer - SQL Server/AWS (3-5 yrs)

Roles and Responsibilities:

Self-help and user-retrieved information:

- Retrieve support information from FAQs, detailed product and technical information, blog posts, manuals, and search functions.

- Support for basic customer issues such as solving usage issues and fulfilling service desk requests that need IT involvement.

- Responsible for responding to all 2nd level (- L2- ) escalations. Diagnose issues effectively and efficiently, completing all troubleshooting steps and escalation forms, as necessary.

- Research and propose solutions to production issues and trouble tickets as assigned by Level 1 Support. If no solution or workaround is available, escalate incidents to Level 3.

Basic help desk resolution and service desk delivery:

In-depth technical support

- Must be able to prioritize or de-prioritize the customer incidents or requests considering business impact and urgency.

- Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handed by Level 1.

- Level 2 technicians attempt to duplicate problems and try to find out root causes, using product designs, code, or specifications.

- If no solution is available, Level 2 support escalates the incident to Level 3.

- Possess familiarity with or demonstrate the ability to learn the Loyalty Prime business processes and technical environment. This includes environments, tools, policies, and procedures.

- Support multiple clients through customer service professionalism and insight.

- Oversees and supervises the customer support team members.

- Ensures compliance to SLAs, policies, and standard operating procedures without fail and leverage tools (escalation points, knowledgebase tools, internal applications etc.) to help resolve customer issues.

- Ability to follow and suggest processes ensuring that customer satisfaction is very high with customer support team

- Acts as an escalation level for LP clients in order to understand problems and resolve the same.

Key Technical Requirements:-

- Proven work experience of more than 3 years as a Technical/Application Support Engineer or similar role.

- Proficient in Microsoft web technologies, SQL server.

- Hands on experience with API client such as Postman.

- Hands on experience with Mongo DB to retrieve information.

- Hands on experience with any cloud-based Service Desk such as JIRA Service Desk.

- Knowledge in Windows and Linux Operating System.

- Hands on experience over any of the cloud service providers such as AWS/Azure or GCP.

- Flexible with working in 24/7 rotational shifts.

- Should have an excellent English verbal and written communication skills.

- Good interpersonal and customer care skills.

- Quick learner and ability to adapt the new technologies, tools and processes

- Ability to work with different cultures and nationalities.

- Ability to provide step-by-step technical help, both written and verbal

- Bachelor degree in Information Technology, Computer Science or relevant field

- Certification in ITIL foundation will be an added advantage

Interested candidate may reach out directly on +91 99531 38435 for quick call