Candidate should have proven experience in working as a technical software support engineer or similar development role
Hands-on experience with .Net, SQL Server, Windows operating systems
Ability to troubleshot and diagnose software issues, minor network issues, and Websites/ Web Services.
Ability and desire to learn new software platforms and technologies
Must have excellent communication skills
Prior experience of supporting clients in any English-Speaking Country (e.g., USA, UK, Australia, New Zealand, etc.) via communication in phone and emails would be advantage.
Job Responsibilities:
Manage the software ticket queue in Ivanti [Ticket Management System] and tracks issues through resolution while meeting service level agreements.
Research and identify solutions to software and data issues
Work with customers to quickly understand the root of the problem
Work with our development team to understand and validate coding fixes
Properly escalate unresolved issues and tickets to the appropriate IT teams (EAS, Network, Database, etc.)
Provide prompt, accurate, and friendly feedback to users
Fully document resolution steps in our issue tracking system
Participate in software development changes as the need arises
Prioritize and manage several open issues at a time
Prepare weekly ticket intake, resolution status, and issues reports
Tech Stream: Microsoft .Net / SQL Server
Location: Hyderabad, Telangana (Remote until Covid 19)
Type: Permanent
Shift Timings: Night Shift (7pm - 3 am IST) with Rotational Mid-Day shifts (1-10 pm IST)
Available to join: Within 30 days notice period
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