Support Engineering Analyst

6 days ago

Mohali, India MNR Solutions Full time

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.

(ref:hirist.tech)

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