Technical Support Specialist

1 month ago


Mohali, Punjab, India MNR Solutions Full time

Job Summary:

We are seeking an experienced Support Engineering Analyst to provide technical support and troubleshooting services for our clients. The ideal candidate will have 3-5 years of experience in providing technical support, with a strong understanding of SQL, client communication, and ticketing systems.

Key Responsibilities:

  1. Technical Support: Provide technical support for clients via email, phone, and ticketing systems, ensuring timely and efficient issue resolution.
  2. Troubleshooting: Troubleshoot and resolve issues related to applications, systems, and configurations.
  3. Support Ticket Management: Monitor and manage incoming support tickets, ensuring adherence to SLA (Service Level Agreement).
  4. Client Communication: Communicate effectively with clients to understand their issues and provide clear updates.
  5. Cross-Functional Collaboration: Collaborate with cross-functional teams, including development and infrastructure teams, to resolve complex technical issues.
  6. System Configuration: Perform system configurations and adjustments based on client requirements.
  7. Documentation: Maintain accurate documentation of issues, resolutions, and processes.
  8. Process Improvement: Proactively identify recurring issues and suggest solutions to minimize future incidents.

Requirements:

  • 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.

Additional Skills:

  • 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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