KANPUR · FULLTIME
Technical Support Trainee
W3Villa Technologies
Kanpur · onsite · Posted 37d ago
Sourced from
Not disclosedFresherfulltimeKanpur
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Section · 01
About this role
Roles & Responsibilities
- Provide initial troubleshooting and identify issues based on available information, documentation, and system data.
- Investigate technical and data-related issues using databases, system logs, Google Sheets, and other available tools.
- Retrieve, verify, and analyze data required to resolve support requests.
- Categorize and prioritize support tickets based on severity and business impact.
- Work within defined response and resolution SLAs.
- Escalate complex or critical technical issues to senior support or development team members when required.
- Coordinate with the development team for issues requiring code-level investigation, deployment, or platform-level changes.
- Perform routine system-log reviews, health checks, and pending-ticket reviews.
- Maintain clear documentation of issues, troubleshooting performed, resolutions, and pending actions.
- Keep ticket and task-management platforms updated with accurate support information.
- Ensure proper shift handover by documenting completed tasks, pending items, critical issues, and required next steps.
- Follow established support processes and adapt to changes in platform rules or procedures.
- Work collaboratively with other support resources to ensure continuous support coverage across assigned shifts.
- Working knowledge of Microsoft Excel and/or Google Sheets, including basic formulas and lookup functions such as VLOOKUP.
- Basic understanding of system logs and technical troubleshooting. Good understanding of Databases (MySQL) and working with data.
- Familiarity with tools such as Google Docs, Google Sheets, Monday, Slack, or Jira.
- Basic scripting knowledge, particularly Node.js, is an added advantage but not mandatory.
- Good verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Good attention to detail and ability to follow documented processes.
- Ability to prioritize tasks and handle multiple support requests effectively.
- Comfortable working independently as well as coordinating with support and development teams.
Sourced from foundit
Section · 02
Skills
SlackTechnical TroubleshootingDatabasesSystem logsGoogle DocsGoogle SheetsMondayJira AtlassianNode.JsMySQLexcel
Section · Company
About W3Villa Technologies
W3Villa Technologies
IT Services & Consulting
25
employees
2014
12 years old
Noida, Uttar Pradesh
India
₹5.2L PA avg
Avg at W3Villa Technologies
About
W3Villa Technologies delivers tailored software development services, specializing in assisting startups and growing businesses across global markets with technical solutions.
Industries
IT Services & Consulting
Employee ratings
10 reviews
3.3/ 5
Culture
3.8
Career growth
3.0
Work-life
3.8
Employees rate it well for
Company Culture35Work-Life Balance34
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