Accolite
Application Support Engineer
Job Description
- 2-4 years of experience2-4 years of experience in Technical Support.
- Must have Strong knowledge of SQL Server, TSQL and SQL Server Architecture. Experience with Idera SQL Suite of products is an added advantage.
- Good understanding of MS Windows administration including Active Directory and WMI.
- Must have Excellent communication skills.
Should be good at troubleshooting customer environmental issues by analyzing through logs/trace files/ Dumps etc.
Should be flexible enough to work at least till half day during US hours (i.e. Till 2 PM CST / 12:30 AM IST)
Knowledge in Salesforce and JIRA tools is an added advantage.
JOB Responsibility:
Able to address users via mail, chat, phone, and web.
Able to strictly adhere to the timelines of the SLA and keep users updated on a day-to-day basis on daily tickets.
Should be able to train users on the products from a basic and an intermediate perspective.
Should be well versed with the ITIL procedures and guidelines according to the process.
Should be willing to go above and beyond the usual support hours if needed.
Excellent interpersonal and customer relationship skills in mailers and over the phone are required.
Handle multiple queries and tickets and queries of users over the phone and web is expected.
Proactively addresses the issues and maintains the decorum of the communication.
Able to understand, write, and debug T-SQL, . NET error codes and usual troubleshooting.
workflow.
Having to write PowerShell scripts hands-on will be a plus.
Able to analyze the complex architecture of the users' environment and take action accordingly.
Able to support Multiple tiers of products.
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