Role & responsibilities
Provide Level 1/Level 2 technical support to customers via email, chat, phone, and ticketing systems.
Troubleshoot application, software, network, and system-related issues.
Analyze logs, error messages, and system behavior to identify root causes.
Reproduce reported issues and coordinate with Development, QA, and Infrastructure teams for resolution.
Monitor and manage support tickets according to SLA requirements.
Document troubleshooting steps, resolutions, and known issues in the knowledge base.
Assist with application installations, configurations, upgrades, and deployments.
Perform basic database queries and data validation when required.
Use monitoring and diagnostic tools to identify system issues.
Escalate complex or critical issues to the appropriate technical teams.
Follow up with customers and provide explicit, timely updates until issues are resolved.
Identify recurring problems and recommend improvements to reduce support incidents.

Preferred candidate profile

📌 Technical Support Engineer Mumbai (India)
🏢 Micropoint Computers
📍 India