Support Engineer

Roles & Responsibilities

• Respond to user queries via email, phone, or ticketing tools in a timely and professional manner.
• Perform basic troubleshooting for application, system, and access-related issues using standard procedures and knowledge articles. 
• Log, track, and update support tickets with accurate information.
• Escalate unresolved issues to the appropriate support teams.
• Communicate clearly with users and provide regular updates on issue status.
• Follow Standard Operating Procedures (SOPs) and support processes.
• Learn new applications, tools, and technologies to support day-to-day operations.
• Work collaboratively with team members to ensure timely issue resolution.
• Demonstrate ownership, a proactive attitude, and a willingness to take on new responsibilities.
• Be willing to work in a 24x7 rotational shift environment (mandatory).
• Keep knowledge documents updated whenever new learnings or process changes are introduced. 
• Understand user issues by asking the right questions and gathering relevant information.
• Basic understanding of Operating Systems (Windows/Linux) and computer networking concepts.
• Familiarity with SQL and relational databases.
• Understanding of programming fundamentals and logical problem-solving