Technical Support Engineer

2 weeks ago

Hyderabad, Telangana, India Waisl Full time ₹ 2,00,000 - ₹ 12,00,000 per year

Key Responsibilities:


• Provide second-level support for technical issues escalated from L1, resolving

complex hardware, software, and network problems.

• Troubleshoot and resolve escalated issues related to servers, network

connectivity, databases, applications, and operating systems.

• Collaborate with cross-functional teams to investigate, diagnose, and resolve

system and application failures.

• Perform root cause analysis (RCA) on recurring issues and implement preventive

measures to avoid future incidents.

• Work closely with vendors and third-party service providers to resolve issues

related to software and hardware.

• Maintain and manage internal knowledge bases, documenting solutions, best

practices, and troubleshooting steps for future reference.

• Handle critical technical issues, ensuring adherence to Service Level

Agreements (SLAs) and minimal downtime.

• Provide detailed reports on ticket resolution status, root cause findings, and

improvement recommendations.

• Mentor and guide L1 support staff to improve troubleshooting techniques and

enhance service delivery.

Requirements:


• Experience using IT ticketing systems (e.g., Manage Engine, Jira).

• Ability to analyze logs, system configurations, and error messages to

troubleshoot issues.

• Strong understanding of web technologies (HTML, CSS, JavaScript).

  • Strong knowledge in backend technologies like , Java, Python, or similar.

    • Strong knowledge of database systems (SQL or NoSQL).

    • Strong knowledge of version control systems like Git.

    • Strong problem-solving skills with the ability to quickly identify and resolve

    complex technical issues.

    • Strong communication skills and the ability to explain technical issues clearly to

    non-technical users.

    • Ability to work under pressure and manage multiple priorities.

    • Provide 24/7 on-call support to ensure that critical issues are addressed

    promptly, especially in high-pressure environments like airports, where

    downtime can affect operations.

    • Be available for immediate troubleshooting, support, and resolution of any

    urgent issues that arise outside of regular business hours.

    • Coordinate with the team for after-hours escalations and work on-site if

    necessary to ensure continuous system functionality and minimal disruption to

    operations.
  • Qualifications:

    • Bachelors degree in computer science, Information Technology, or a related

    field (preferred).

    • Minimum 3 years of experience in a full stack technical support role, with at least

    2 years in L2 support or a similar capacity.

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