The purpose of this role is to provide Support as L2 Analyst for queries and requests raised by L1 Support (Client).
Key Accountabilities
Understanding client query related to GTS Timesheets application.
Fulfilling the request that cannot be done from the front-end and requires backend modification from SQL Database table.
Analyse and do the RCA for the issues raised by L1 Support and provide resolution
Escalate issue to L3 after identifying that the issue requires a bug fix in programming to provide resolution.
Perform Testing activities to confirm if the issue is resolved after a bug fix.
Communicate with client using Email, Skype, MS Teams
Core Competencies
Knowledge of Basic MS SQL Server Command like DML, DDL, DCL, TCL, JOINS and their implementation.
Basic Knowledge of JavaScript and jQuery.
Debug application code on Visual Studio.
Strong Analytical and logical skills to do the RCA of the issues to identify the problem and provide solution
Professional Experience
Graduate with a degree in BCA, BSc IT, BTech with Min 1- Plus years of experience in MS SQL Database management, Software testing.
Strong ability to build relationships with customers
Knowledge of Timesheet Management Tool will be preferred
Professional communication skills with the ability to communicate effectively. Good command over email communication.
Ability and willingness to work in a large 24*5*365 Service Desk environment
ITIL V4 Certified is recommended