Support Engineer

1 month ago

Hyderabad, India Spruce IT Pvt. Ltd. Full time

Key Responsibilities :

- Perform basic troubleshooting of operating systems (Windows, Linux), cloud environments (OCI, Azure), and databases.

- Apply critical thinking and follow standard operating procedures (SOPs) and knowledge base (KB) articles for issue resolution.

- Escalate complex technical issues to higher support levels as needed.

Incident Management :

- Manage incident intake and prioritize tasks efficiently to ensure timely resolution.


- Use call tracking applications (e.g, ServiceNow) to log and track incidents and service requests.

- Maintain and update incident logs and documentation with accurate details.

Collaboration :

- Work closely with internal IT teams and external vendors to resolve incidents.

- Collaborate with peers across various IT domains, including DevOps, system administration, and cloud infrastructure.

Documentation :

- Create and/or update documentation for common issues and troubleshooting steps.

- Contribute to maintaining a comprehensive knowledge base for reference by the team.

Skills & Qualifications :

Customer Service :

- Proven ability to deliver excellent customer service in a technical support environment.

Technical Knowledge :

- Basic understanding of Windows and Linux operating systems.

- Familiarity with cloud platforms like OCI or Azure.

- Basic knowledge of ServiceNow or similar IT service management systems.

Problem-Solving Skills :

- Ability to apply basic troubleshooting techniques and critical thinking to resolve issues efficiently.

Adaptability & Learning :

- Quick to learn new technologies and adapt to changing technical environments.

Communication :

- Strong verbal and written communication skills for effective interaction with end users and internal teams.

Documentation & Reporting :

- Experience in creating and maintaining incident reports and technical documentation.

Nice to Have :

Knowledge of Financial Industry :

- Familiarity with the financial industry or its associated technologies is a plus.

DevOps & Kubernetes :

- Basic knowledge of DevOps practices and Kubernetes is a plus

(ref:hirist.tech)

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