Senior Technical Support Specialist

2 weeks ago

Chennai, Tamil Nadu, India beBeeAnalytical Full time ₹ 6,00,000 - ₹ 12,00,000
Job Title:

Technical Support Specialist

Job Responsibilities:
  • Ensure the smooth operation of Ellucian Banner Student modules by providing technical support.
  • Handle user requests, incidents, and problems using ITIL principles and established incident management lifecycle.
  • Work on ticketing systems (Ivanti, ServiceNow, Jira, etc.) to log, track, and resolve issues efficiently.
  • Debug application issues involving .NET code, PL/SQL packages, queries, and database interactions.
  • Extract, analyze, and provide raw data/reports as per business needs.
  • Work with Banner Forms and interpret Banner Entity Relationship Diagrams to identify and resolve functional or technical issues.
  • Collaborate with cross-functional teams and escalate complex issues to vendors or higher-level support when necessary.
  • Ensure SLA compliance, manage workload efficiently, and prioritize tasks under tight timelines.
  • Maintain detailed documentation of issues, resolutions, and system configurations.
  • Provide excellent customer service, ensuring clear communication and building positive relationships with stakeholders.
Required Skills & Qualifications:
  • Education: Bachelors degree in Computer Science, Information Systems, or a related field.
  • Technical Skills:
    • Debugging .NET code
    • Working with PL/SQL packages
    • Writing complex SQL queries
    • Extracting and analyzing raw data
  • Soft Skills:
    • Strong problem-solving and analytical capabilities.
    • Excellent written and verbal communication skills.
    • Ability to work independently while managing multiple priorities under strict deadlines.
    • Strong customer service orientation with a focus on building positive relationships.
Key Technologies:
  • MS Office Suite (Excel, Outlook, etc.)
  • Ticketing systems (Ivanti, ServiceNow, Jira, etc.)
  • ITIL principles and incident management lifecycle

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