Support Engineer (OTS)

The candidate shall serve as part of onsite technical support team deputed at our customer's premises in Mumbai.

Education B.E/B. Tech/MCA/MSc/Graduate in Computer Science
Experience 2+ years
Passport Not Mandatory
Required Skills
  • Must have hands on experience of MS SQL Server and Web Server [IIS/Tomcat]. Good experience of 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 of supporting software applications
  • Experience of 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 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 customer or by other team members
  • Ensure all issues are properly logged and required details/logs are captured
  • Document troubleshooting & problem resolution steps. Update and share troubleshooting manual, checklist etc periodically with the support team
  • Coordinate with L1 Support team @ ESQ Noida to resolve escalated issues as & when 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]
  • Take backup periodically and restore it on the test environment as & when requested by the customer
  • Assist by updating knowledgebase in the Support Help desk system
  • Maintain clear understanding of company's business, policies, processes, user requirements and technology. Adhere to the established processes in the organizations [ESQ and Customer]
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 Yes

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