Support Engineering Analyst
2 months ago
Job Description :
We are seeking an experienced Support Engineering Analyst to join our team in Mohali. The ideal candidate will have 3-5 years of experience in providing technical support and troubleshooting, with a strong understanding of SQL, client communication, and ticketing systems. The role requires a proactive individual who is skilled at resolving technical issues and ensuring customer satisfaction.
Key Responsibilities :
- Provide technical support for clients via email, phone, and ticketing systems, ensuring timely and efficient issue resolution.
- Troubleshoot and resolve issues related to applications, systems, and configurations.
- Monitor and manage incoming support tickets, ensuring adherence to SLA (Service Level Agreement).
- Communicate effectively with clients to understand their issues and provide clear updates.
- Collaborate with cross-functional teams, including development and infrastructure teams, to resolve complex technical issues.
- Perform system configurations and adjustments based on client requirements.
- Maintain accurate documentation of issues, resolutions, and processes.
- Proactively identify recurring issues and suggest solutions to minimize future incidents.
- Participate in training sessions to improve technical knowledge and customer service skills.
Skills & Qualifications :
- 3-5 years of experience as a Support Engineer or in a similar technical support role.
- Strong proficiency in SQL and ability to troubleshoot database-related issues.
- Hands-on experience with ticketing systems (e.g., JIRA, ServiceNow) for tracking and resolving incidents.
- Excellent client communication skills, both written and verbal.
- Experience in system configuration and support, including setting up applications and troubleshooting configuration-related issues.
- Ability to work in a fast-paced, dynamic environment and handle multiple tasks simultaneously.
- Strong problem-solving skills with a customer-focused approach.
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