L3 Support Engineer

• 1. Respond to user inquiries and provide technical support via phone, email, or Teams in a timely and professional manner.

• 2. Diagnose and troubleshoot software, hardware, and network issues reported by users.

• 3. Identify and escalate complex technical issues to appropriate teams or senior technicians.

• 4. Document customer interactions, including issue details and resolutions, in a clear and concise manner.

• 5. Collaborate with cross-functional teams, including product development and quality assurance, to provide feedback and improve product performance.

• 6. Stay up-to-date with product knowledge and industry trends to effectively assist customers and provide accurate solutions.

• 7. Contribute to the creation and maintenance of technical support documentation, including FAQ and knowledge base articles.

• 8. Assist in training and mentoring junior technical support staff.

• 9. Participate in on-call rotation and provide after-hours support as needed.

Technical/Functional skills

• 1. Strong knowledge of computer systems, software applications, and netwoking concepts.

• 2. Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.

• 3. Knowledge of operating systems Linux and proficiency in using common software applications.

• 4. Strong knowledge in creating REST/SOAP based web services

• 5. Strong understanding of any front-end technologies and programming languages (Java/Dot Net)

• 6. Strong Knowledge in any database (MYSQL, MS SQL)

• 7. Able to deploy application packages in Linux Personal skills (Soft Competencies [Core/Leadership])

• 8. Ability to work independently and efficiently manage time and priorities.

• 9. Strong problem-solving and analytical skills to diagnose and resolve technical issues.

• 10. Basic understanding of networking principles, protocols, and configurations.

• 11. Lead responsible for the application maintenance and back-end services

• 12. Very good analytical and problem solving skills.