Support Engineering Analyst - Ticketing System

Job Description : We are seeking an experienced Support Engineering Analyst to join our team in Mohali. The ideal candidate will have 3-5 years of experience in providing technical support and troubleshooting, with a strong understanding of SQL, client communication, and ticketing systems. The role requires a proactive individual who is skilled at resolving technical issues and ensuring customer satisfaction. Key Responsibilities : - Provide technical support for clients via email, phone, and ticketing systems, ensuring timely and efficient issue resolution. - Troubleshoot and resolve issues related to applications, systems, and configurations. - Monitor and manage incoming support tickets, ensuring adherence to SLA (Service Level Agreement). - Communicate effectively with clients to understand their issues and provide clear updates. - Collaborate with cross-functional teams, including development and infrastructure teams, to resolve complex technical issues. - Perform system configurations and adjustments based on client requirements. - Maintain accurate documentation of issues, resolutions, and processes. - Proactively identify recurring issues and suggest solutions to minimize future incidents. - Participate in training sessions to improve technical knowledge and customer service skills. Skills & Qualifications : - 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. - Ability to work in a fast-paced, dynamic environment and handle multiple tasks simultaneously. - Strong problem-solving skills with a customer-focused approach. (ref:hirist.tech)

Location: mohali, IN

Posted Date: 11/8/2024