Support Engineer

Position Purpose

To provide initial technical support and assistance to end-users or customers.

• KEY Position Responsibilities

Sr.Key Responsibilities

1.Basic Troubleshooting- Identifying and resolving common technical issues reported by end-users. Log Analysis and providing resolution thereafter. Liaising with different Teams in and outside IT. Engagement with Partners for issue resolution. Handling and Resolving Audit Related Queries. Creating SOP's for all Processes involved Application Management.

2.User Assistance- Providing assistance to end-users through various channels (phone, email, chat) to help them with IT-related problems.

3.Documentation- Maintaining documentation of common issues and solutions for reference.

4. Escalation- Escalating complex issues to higher-level support teams when necessary.

5. Password Resets- Handling password reset requests and user account management

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6. Remote assistance- Providing remote assistance to users to troubleshoot issues on their devices.-

7. Basic network and system administration- Assisting with network connectivity issues and basic network troubleshooting.

8. Training- Providing basic training and guidance to end-users on IT tools and procedures.

9. Security Awareness- Promoting and enforcing IT security best practices among end-users.

10. Communication- Share acknowledgement on mail/ticket for the issues received. Regular update to end-users to informed about the status of their requests.

• Qualifications and Experience Requirement

Qualifications

Essential

A bachelors degree in relevant field

Preferred

Degree in relevant field such as computer science, information technology or a related discipline.

• Organization network and Interlinkages (To understand who are your Stakeholders)

Internal:

External:

• Competency
• Technical Skills

Skill

• Knowledge on Operating system: Windows and Linux
• Networking basics
• Ticket resolution, ticket status reporting, clubbing of tickets which are common in nature and can be easily can be permanently fixed.
• Good knowledge of Java, .NET and log analysis.
• Technical proficiency
• Good knowledge on Oracle and SQL, PLSQL
• Script presentation
• Documentation

• Behavioral Skills

Competencies

Attribute

Professionalism

To conduct your duties with good judgment and in good faith

Respect

To be sensitive and responsible for what we say and do

Excellence

To act in a manner that earns the trust and admiration of others

Entrepreneurial

To be enterprising and take ownership of our actions

Teamwork

Working collaboratively to achieve the common goals and be successful together