Support Analyst/Senior Support Analyst

Job Category: SET – Support Engineering Team
Job Type: Full Time
Job Location: Pune
No. of Positions: 4
Experience: 2-7 years
Skills: change request management Incident management Provide support to clients Requirement gathering troubleshooting steps
Education: BE/ME/M.Sc/MCA

Job Description:

  • Requirement gathering from client side.
  • Validate/Discuss client’s requirement with internal developer team. (Wherever required).
  • Co-ordinate with developer team to fulfill client requirement. (Wherever required).
  • Ensure fulfillment of client requirements.
  • Create local/UAT environment/platform.
  • Test overall functionality of application on UAT environment.
  • Take a permission from concerned person to deploy application on live environment.
  • Provide initial training to client.
  • Provide support to clients for down calls via telephone, e-mail, remote assistance (Wherever required)
    Incident management (Incident identification, incident categorization, incident prioritization, troubleshooting, closure of issue, follow-up, keeping track).
  • Change request. (New request occurs from client, validate the request, discuss with concerned team, fulfill change request).
  • Record keeping.
  • Maintain inventory and troubleshooting steps.
  • Preparation of Report.
  • Follow-up with the client for down calls.
  • Attend meeting with Senior team members/Clients.
  • Co-ordination with internal teams whenever required

Essential knowledge required :

  • Database (Microsoft SQL, MySQL).
  • Basic knowledge of networking, manual testing, troubleshooting skills, communication skills, re-presentation skills, interaction skills.

Candidate must be willing to work in a rotational shift.

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