Software Support Engineer – Oucareers

*Description*	The candidate shall serve as part of onsite technical support team deputed at customer’s premises in Mumbai. The position reports into Tech Lead – OTS @ the customer site.
*Education*	B.E/B. Tech/MCA/MSc/Graduate in Computer Science.
*Experience*	1.9 – 2.5 years; relevant 1.5 years.
*Age*	23-27 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 [4/5 competency] and about Windows server environment. – Knowledge of .Net Framework, IIS Webserver, Java Scripts. – Experience of supporting software applications. – Experience of issue tracking software such as Jira/Bugzilla/Mantis/Remedy. – Familiar with messaging standards. – Skilled in system maintenance, analysis and problem-solving techniques.
*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 all required details/logs are captured. – Document troubleshooting and problem resolution steps and share it with L1 Support team. Update troubleshooting manual and checklist periodically. – Coordinate with L1 Support team to resolve escalated issues as & when required. – Resolve escalated customer complaints without the need of team lead’s intervention. – Create Issue Trackers and maintain these trackers for periodic circulation. – Participate/conduct solution troubleshooting training to customers as and when required. – Impart training to Software Engineers in the Support team [on processes, skill set improvement, overall grooming etc]. – 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.
*Miscellaneous*	– 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.
*Shifts*	– Yes.