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Technical Support Analyst 1

Positions1

Development Gurgaon Year of Experience : 2-5 Years

Skills:

At least 2+ years of experience in Application Production L1 support.
• Should have knowledge of ITIL Framework – SLA management, Incident management, Service request handling, Monitoring (alerts, logs), Transitions (KT) etc.
• Should have worked on any Service desk tool like BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk etc.
• Knowledge of web applications in Microsoft Visual Studio 2010 or above using ASP.net, C#, JavaScript, jQuery, Angular JS.
• Shall have knowledge of the .NET 3.5/4.0/4.5 Framework
• Able to write and execute SQL Queries and Stored Procedures on the RDBMS.
• Able to write test cases and perform Functional/Regression test.
• Have good writing skills for email, Support Documentation – KEDB, SOP, FAQ, RFC etc.
Have very good communication skills – verbal, listening, reading, writing, attend phone calls & bridge calls.
Work with multiple teams – end users, functional teams, system engineers, Service desk, release manager, change manager, development team, ISG etc.
• Perform support improvement activities such as ticket analysis, repeat tickets, critical tickets, RCA, permanent fixes, automations of manual tasks
• Flexible to work on weekend in 9x7 work environment, as per 5 day’s work rosters.
• Flexible to handle multiple concurrent tasks, with multiple users, do regular follow-ups till ticket closure.
 
Primary Skill Set: Application Support- L1/L2, Service desk & Incident management, Problem management, Service Request Fulfilment, Ticket Analysis, Functional testing, ITIL Process

Job Description:

At least 2+ years of experience in Application Production L1 support.
• Should have knowledge of ITIL Framework – SLA management, Incident management, Service request handling, Monitoring (alerts, logs), Transitions (KT) etc.
• Should have worked on any Service desk tool like BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk etc.
• Knowledge of web applications in Microsoft Visual Studio 2010 or above using ASP.net, C#, JavaScript, jQuery, Angular JS.
• Shall have knowledge of the .NET 3.5/4.0/4.5 Framework
• Able to write and execute SQL Queries and Stored Procedures on the RDBMS.
• Able to write test cases and perform Functional/Regression test.
• Have good writing skills for email, Support Documentation – KEDB, SOP, FAQ, RFC etc.
Have very good communication skills – verbal, listening, reading, writing, attend phone calls & bridge calls.
Work with multiple teams – end users, functional teams, system engineers, Service desk, release manager, change manager, development team, ISG etc.
• Perform support improvement activities such as ticket analysis, repeat tickets, critical tickets, RCA, permanent fixes, automations of manual tasks
• Flexible to work on weekend in 9x7 work environment, as per 5 day’s work rosters.
• Flexible to handle multiple concurrent tasks, with multiple users, do regular follow-ups till ticket closure.
 
Primary Skill Set: Application Support- L1/L2, Service desk & Incident management, Problem management, Service Request Fulfilment, Ticket Analysis, Functional testing, ITIL Process

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