Support Engineer

The candidate shall serve as part of L1 Support team that provides solution support to ESQ's customers in various geographies.

Education B.E/B. Tech/MCA/MSc/Graduate in Computer Science
Experience 0-3 years
Passport Mandatory
Required Skills
  • Must have hands on experience of MS SQL Server and Web Server [IIS/Tomcat]. Good experience in writing complex SQL queries
  • Good understanding of Windows server environment
  • Knowledge of .Net Framework, IIS Webserver
  • Experience in scripting including but not limited to Javascript
  • Experience in supporting software applications
  • Experience in issue tracking software such as Jira/Bugzilla/Mantis/Remedy
  • Familiar with messaging standards
  • Equipped with analytical and problem solving skills
Key Responsibilities
  • Take ownership of technical issues [L1] reported by the customer and seeing problem through to ensure resolution is done within SLA. Troubleshoot and do root-cause analysis of technical issues raised by the customers or by other team members
  • Coordinate with L2 Support/QA/Products team to resolve issues and do escalations as & when required
  • Ensure all issues are properly logged and required details/logs are captured
  • Document troubleshooting & problem resolution steps. Update troubleshooting manual and checklist periodically
  • Create in-house environment of ESQ solution implemented at customer site while dealing with an issue [if required]
  • Participate/conduct solution troubleshooting training to customers as and when required
  • Demonstrate good communication skills while interacting with customers regarding queries related to software products under support
  • Provide prompt and accurate feedback to customers
  • Provide feedback obtained from customer/users to product team
  • Assist in onsite testing from a user's point of view
  • Update/Validate customer environment configurations and license keys deployment [periodically]
  • Assist in creating knowledgebase in the Support Help desk system
  • Follow handover document/checklist while creating in-house environment, supporting the customer or as & when required
  • Maintain clear understanding of company's business, policies, processes, user requirements and technology
  • Adhere to the established processes in the organization
Desired Skills
  • A team player who is focused to maintain healthy relationship with customers as well as internal teams
  • Excellent written and verbal communication skills
  • Basic knowledge of ATM/POS Management applications, HP NonStop-BASE24 environment, payment switch application and Managed Services operations shall be an added advantage
  • A self-driven, organized, goal oriented individual with a positive attitude
  • Must be flexible in extending working hours when the situation demands it
Shifts No. To remain available on short notice however

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