Job Summary:
To handle all the incoming bug raised to him by the first
line technical support and provide 2nd line technical
support queries professionally and efficiently,
maintaining a high degree of customer service.
Communicate updates to requests in a timely manner
Communicate using set of professional templates
Roles & Responsibilities
• To provide 2nd line technical support queries professionally and
• efficiently, maintaining a high degree of customer service.
• Communicate updates to requests in a timely manner
• Communicate using set of professional templates • Prepare FAQ for repetitive cases
• To ensure that all SLA’s are met.
• To work effectively and productively with 3rd line support.
• To take ownership of user problems, perform a technical diagnosis and fix the
• issue either remotely or on-site.
• To document all interactions using the ticketing system.
• Document root cause analysis of all issues
• Produce statistics bi-weekly on support situations.
• To maintain user security on all systems.
• Supporting users by providing necessary training and advice.
• Maintain and administer the ticketing system
• Test fixes before being deployed
• Organize code in projects related repositories
• Follow development best practices
Qualifications and skills required:• A bachelor degree (computer science, engineering, preferred)• 0-1 years of relevant experience.• Java Knowledge.• Database Knowledge.• PHP, javascript (nodejs) is a plus• Java programming experience• OOP knowledge• Troubleshooting skills• Problem solving skills• Analytical skills• Database experience (MySQL)• Good understanding of networking concepts• Good understanding of web technologies• Good understanding of machine learning• PHP, Javascript is a plus• Angular is a plus