Tech Support Engineer

Provide L1 & L2 technical and application support for the end users

Research and identify solutions to software and hardware issues

Diagnose and troubleshoot technical issues including network configuration

Ask users targeted questions to quickly understand the root of the problem

Talk to users through a series of actions either via phone email or chat until they ve solved a technical issue

Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

Provide prompt and accurate feedback to users Refer to internal database or external resources to provide accurate tech solutions

Ensure all issues are properly logged

Prioritize and manage several open issues at one time

Follow up with users to ensure their issues are resolved and they are unblocked

Prepare accurate and timely reports

Document technical knowledge in the form of notes and manuals

Maintain jovial relationships with users

Requirements

Requirements:

Experience in L1 & L2 application support

Basic knowledge and understanding of software architecture UI APIs and database

Basic knowledge and understanding of cloud based applications

Hands on experience in running SQL queries and manually invoking APIs

Hands on experience in using Jira Service Management Tool

Familiar with ITIL process and standards

Handson experience with Windows/Linux environments.

Ability to diagnose and troubleshoot basic software/hardware issues.

Familiarity with remote desktop applications

Excellent problemsolving and communication skills

Ability to provide stepbystep technical help both written and verbal

Bachelor s degree in Information Technology Computer Science or relevant field.

Good understanding of computer systems/software mobile devices and other tech products

13 years of experience

Bachelor's degree in Computer Science, Engineering, or related field. Proven experience as a Java Developer or Software Engineer. Strong proficiency in Java programming language and object-oriented design concepts. Experience with Java frameworks such as Spring, Hibernate, or similar. Familiarity with web development technologies including HTML, CSS, JavaScript, and related frameworks/libraries (e.g., Angular, React). Experience with relational databases (e.g., MySQL, PostgreSQL) and SQL. Understanding of software development methodologies (e.g., Agile, Scrum). Excellent problem-solving and analytical skills. Strong communication and collaboration abilities. Ability to work effectively in a fast-paced environment and meet deadlines.