Technical Support Specialist

6 days ago


Navi Mumbai, Maharashtra, India JSW One Platforms Ltd Full time
Job Title: Technical Support Specialist

We are seeking a highly skilled and motivated Technical Support Specialist to join our dynamic team at JSW One Platforms Ltd. In this role, you will be responsible for ensuring the smooth operation of our systems and providing exceptional service to our users.

Key Responsibilities:
  • Analyze and resolve user queries, ensuring prompt and effective communication during major issues.
  • Act as the first point of contact for any production issue, providing 24/7 monitoring of all critical alerts and taking preventive actions to mitigate risks.
  • Handle incidents, problem records, and service requests as part of the Incident Management & Problem Management Lifecycle, following IT Infrastructure Library (ITIL) best practices.
  • Provide proactive support to internal teams and clients through various communication channels, including emails, tickets, calls, and chats.
  • Monitor servers using tools such as Kibana, Grafana, Pinpoint, and New Relic, ensuring optimal performance and quick resolution of issues.
  • Work with Unix systems and write complex SQL queries to maintain and analyze databases.
  • Evolve and implement strategies to reduce incidents, continuously improving Service Level Agreements (SLA) and Turnaround Time.
Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Proven experience in technical support, product operations, or a similar role.
  • Strong experience with server monitoring tools like Kibana, Grafana, Pinpoint, and New Relic.
  • Proficient in Unix systems and SQL, with the ability to write and optimize complex queries.
  • Knowledge of ITIL processes, particularly in Incident Management and Problem Management.


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