Support Engineer

4 days ago


Bengaluru, India CrimsonLogic Pte Ltd Full time

Support Engineer

As a support engineer, you will be part of a team of support engineers that works exclusively for the EARTech department, supporting its solutions and projects. This position offers a unique opportunity to transform the transport and logistics industry by spearheading a push for automation and mechatronic systems, allowing you to apply your cutting-edge knowledge and passion for technology to support robust engineering solutions.


Responsibilities

System integration

  • Assist customer IT development team and/or their appointed external vendor(s) on the local application systems impact analysis, system change requirements, testing & implementation
  • Support customer IT development team and/or their appointed external vendor(s) in understanding the local applications integration requirement and perform system integration testing (SIT) jointly with local IT teams of the Terminal
  • Install, setup & configure all applications with the support of the Software Delivery Team
  • Design and implement agreed system cut over approach together with Customer


Application support

  • Provide timely and effective 1st and 2nd line product & technical support professionally and efficiently, maintaining a high degree of customer service and meeting service level agreements
  • Define, implement, execute, and monitor 1st and 2nd level application support processes to best support business needs
  • Register and troubleshoot all reported incidents and service requests
  • Monitor the ticketing system for reported incidents, service requests, and escalations from Customers’ level 1 support
  • Provide UAT, Operations Trial, and go-live support on-site or off-site
  • Provide assessment on incident severity to differentiate critical from non-critical issues
  • Work effectively and productively with 3rd line support to resolve issues
  • Provide timely and appropriate internal escalations to Support Team Lead and/or Account Manager for blocking incidents


Experience

2-4 Years in application and technical support


Experience on MS SQL, Java, SQL



Familiar with web-based (Java) applications



Strong working experience with SQL scripting with the ability to craft and execute complex SQLs



Wide knowledge of computer environments, including server, desktop, handhelds & vehicle-mounted terminal



Experience in application deployments (server and client-side)



Strong familiarity with Help Desk and service management tools


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