Technical Support Engineer

Location: Noida
Reports To: Team Lead (TL) / Group Lead (GL)
Experience: 3+ Years
Qualification: MCA / B.Tech (EC) with 60% throughout academics

Position Summary

We are seeking a dynamic Technical Support professional who will be responsible for software installation, implementation, configuration management, troubleshooting, customer support, and ensuring seamless operation of software solutions at client locations. The role requires strong technical expertise, customer handling skills, and the ability to work closely with development and implementation teams.

Key Responsibilities

Implementation & Support

• Perform software installation, configuration, implementation, testing, and integration of software products/solutions.
• Conduct system study and provide recommendations for smooth implementation.
• Deliver user training and handholding support during and after deployment.
• Ensure successful User Acceptance Testing (UAT).

Technical Troubleshooting

• Investigate and resolve L1 support issues reported by users.
• Coordinate with L2 and L3 teams for complex issue resolution.
• Perform root cause analysis and provide timely resolutions.
• Maintain detailed documentation of incidents, resolutions, and support activities.

Server & Application Management

• Manage and maintain server and client configurations.
• Monitor application performance and system health.
• Perform preventive monitoring and maintenance activities.
• Analyze application, server, and database logs for troubleshooting and performance optimization.

Customer Relationship Management

• Act as a bridge between clients and Development/Implementation teams.
• Handle customer interactions professionally and ensure high customer satisfaction.
• Provide regular updates and reports to stakeholders.

Technical Skills

• Strong knowledge of Operating Systems (Windows/Linux).
• Good understanding of Application/Web Servers such as:
• JBoss
• WebLogic
• WebSphere
• Knowledge of MSSQL and/or Oracle Database.
• Ability to write and troubleshoot SQL queries.
• Expertise in application and server log analysis.
• Basic programming and scripting knowledge will be preferred.

Domain Knowledge

• Experience in Trade Finance and Banking projects will be an added advantage.

Required Competencies

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Customer-focused approach with strong relationship management skills.
• Leadership and team collaboration abilities.
• Critical thinking and decision-making capabilities.
• High attention to detail and ownership mindset.
• Adaptability and flexibility to work in challenging environments.
• Presentation, reporting, and time management skills.

Eligibility Criteria

• MCA / B.Tech (EC) from a reputed institute.
• Minimum 3 years of relevant experience in Technical Support, Application Support, or Software Implementation.
• Consistent academic performance with 60% throughout academics.

Work Schedule

• Candidate should be flexible to work in 24x7 rotational shifts as per business requirements.