System Support Engineer L1

Job Overview: Experience in Customer Support with an enterprise software organization. Experience with Linux or UNIX administration (Clustering, High Availability, Load Balancing, etc.). Hands-on experience in managing web servers (Apache, Tomcat, JBoss). Elementary database (SQL Server, MySQL, Oracle) operational knowledge. Proficient with Scripting or other programming languages. Hands-on experience on ticketing tools (Jira / Freshdesk). Readiness to work shifts and/or be on call and/or put in extra hours for task closure. Excellent verbal, written, presentation and interpersonal communication skills. Fast learner who can pick up new technologies. Capable of working with a cross-functional team to solve business and technical problems. Ability to make complex technical matters easy-to-comprehend for non-technical persons. Highly driven individual with an execution focus and a strong sense of urgency. High level of enthusiasm about helping and serving clients, strong customer and solution- oriented personality. Ability and willingness to travel, if required. The Role: Render exceptional first-tier phone/email support for efficient resolution of technology and functional problems across all products. Take ownership of user problems and be proactive when dealing with user issues. Follow an established set of processes while handling support requests. Report any issue that may significantly impact the business. Follow standard procedures for proper escalation of unresolved issues to appropriate internal teams. Ensure all calls are logged in the ticketing logging system & every activity is updated. Ensure users and management are notified during downtimes with complete information. Identify and learn more about the software and hardware used/supported by the organization. Research, diagnose, troubleshoot and identify solutions to resolve customer issues. Prepare accurate and timely reports. Document knowledge in the form of knowledge base tech notes and articles.