Job Description:
Responsibilities
Help resolve software and technical questions efficiently and effectively
Gather the required information necessary in order to best handle software and technical inquiries
Manage expectations regarding estimated response times for issue resolution.
Resolving the issues through Phone, chat and email communication channels including incident-tracking system.
Meet SLAs like response and resolution times by collaborating within L1 and L2 Support organizations.
Extensively research and document technical issues.
Collaborate with other relevant Support team members to properly manage inquiries and escalate when appropriate.
Own technical issues from initial report to resolution, communicating with concerned team regularly regarding issue status.
Run monitoring reports for usage, performance, and/or availability.
Document solutions for knowledge base and bring new ideas for innovation and automation excellence into the Support team.
Requirements
Bachelor’s Degree in Computer Science Engineering (or related technical discipline)
2-4 years of relevant experience in L1 technical support, with a strong customer interaction experience
Good debugging skills
Passion to be a part of a hardworking and winning team
Willing to work in a 24×7 environment and provide weekend coverage, if needed.
Ability to multitask in a fast paced environment
Excellent ability to learn and articulate software-related and technical concepts
Strong active listening skills and excellent written and oral communications skills
Expertise working with Microsoft Excel and Word
Strong documentation skills
Familiarity with Web applications (.Net), Web Server (IIS), and Database (SQL Server, Oracle)
Working knowledge in following technologies
IIS
Website , Virtual Directory
Application Pools – start/stop and monitor
Worker Process, Queue Length, Binding
IIS Restart, IIS monitor
SSL (https) certificate installation
TLS v1.0, v1.1, v1.2
.Net version, .Net framework
Web Gardening/Farming
SQL Server
Writing SQL query for business requirement
Execute Query (Create/alter table, execute SP/Function)
Extract report from query
Data and logs review from table
Dead lock in SQL
SQL Jobs
Indexing (Create, re-build, analyze)
Rebuild Index
Activity monitor
Execution Plan
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