Support Engineer - T5

Support Engineer- T5

Job Title: Support Engineer

Location- Pune/Chennai

R25_0017929

Job Description

About Job:

The Support Engineer is a crucial front-line role responsible for providing technical assistance and problem resolution (L1 and L2) to our customers. This individual will troubleshoot, diagnose, and resolve technical issues related to our Internal/External facing applications. A successful Support Engineer is customer-focused, possesses strong technical aptitude, and is dedicated to ensuring customer satisfaction. He or she should be a strong communicator with a positive work attitude and a team player as well.

Key Responsibilities:

• Provide timely and effective technical support to customers via various channels (email, phone, chat, ticketing system).
• Diagnose and troubleshoot hardware, software, network, and system issues, identifying root causes.
• Document all support interactions, troubleshooting steps, and resolutions accurately in the ticketing system.
• Escalate complex or unresolved issues to senior support engineers or relevant internal teams (e.g., Development, QA) with detailed information.
• Collaborate with internal teams to provide feedback on product issues, suggest improvements, and contribute to knowledge base articles.
• Assist in the creation and maintenance of internal and external knowledge base articles, FAQs, and troubleshooting guides.
• Educate customers on product features, best practices, and solutions.
• Monitor system performance and proactively identify potential issues.
• Participate in on-call rotations or after-hours support as required.
• Continuously learn and stay updated with new product releases, technologies, and industry trends.

Qualifications

Must Have:

Strong communication skills, Flexibility to work in 24 x 7 Shift rotations Including weekends. Application Support experience in a Microsoft Azure Cloud environment, Microsoft Office Tools, SQL expertise.

• Education: Bachelor's degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Experience: 2-6 years of experience in a technical support, helpdesk, or IT support role.
• Knowledge of ITIL and ITSM concepts for production support.
• Experience with ticketing systems (JIRA, Zendesk, ServiceNow).
• Understanding of various operating systems (Windows, Linux).
• Working knowledge of any one database (MSSQL, MySQL, PostgreSQL).

Nice to have:

• Knowledge of scripting languages (Python, Java, React, PowerShell etc.) is a plus.
• Familiarity with cloud platforms (Azure/ AWS) is a plus.
• Comfort working in an Agile environment.

Soft Skills:

• Excellent verbal and written communication skills with a strong customer service orientation.
• Strong problem-solving and analytical skills with attention to detail.
• Ability to prioritize and manage multiple tasks effectively in a fast-paced environment.
• Patience, empathy, and a professional demeanor when interacting with customers.
• Ability to work independently as well as collaboratively within a team.

Desired Attributes:

• Self-motivated and eager to learn new technologies.
• Proactive and resourceful in finding solutions.
• A positive attitude and a commitment to continuous improvement.
• Ability to remain calm and effective under pressure.

Additional Information

• Enjoy a flexible and rewarding work environment with peer-to-peer recognition platforms.
• Recharge and revitalize with help of wellness plans made for you and your family.
• Plan your future with financial wellness tools.
• Stay relevant and upskill yourself with career development opportunities.

Our Benefits:

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

About NIQ:

NIQ is the world's leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world's population.

For more information, visit NIQ.com

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