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Support Engineer

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Date: 25-Nov-2022

Location: Noida, India

Company: Iris software

Job Description

Responsibilities

· Manage an issue from beginning to end also, evaluate and prioritize support cases based on their criticality.
· Learn and understand the ADP internal ecosystem to triage and respond to critical alerts.
· Communicate with users experiencing difficulties to access operational environments then diagnose and resolve their issues.
· Keeping a record of configuration changes and scheduling client updates.
· Resolve user issues within committed SLAs and timelines.
· Consult runbooks, technical manuals or other documents to research and implement solutions.
· Collect, organize and document problems experienced into the knowledge base.
· Communicate regularly and effectively within the team, should not be hesitant to learn and share with team members and work collectively with the team.


Experience/Skills Required

  • 5 - 6 years of total IT experience and must have at least 3+ years of experience as a Cloud or Desktop Application Support engineer.
  • Required hands on experience on Jira and confluence. Additional knowledge on any other ticketing tool will be appreciated.
  • Multitasking and providing support on virtual communication platforms.
  • Excellent written and verbal communication skills.

Basic understanding of Knowledge on agile and devops

Job Summary

Role Based Competencies

Tech - Requirement Management S/W
Tech - Code quality and coding standards
Beh - Result Orientation
Tech - Code Reviews
Tech - Build Management
Tech - Unit Testing
Beh - Information Seeking
Tech - Agile Methodology
Tech - Analytical \ Problem Solving
Beh - Communication
Beh - Customer Orientation
Beh - Collaboration

Mandatory Competencies

App Support - L1, L2 Support
Beh - Communication and collaboration

Good to Have Competencies