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
Other
  • 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

Interested in this position? Get in touch with us at jobs@esq.com