Key Responsibilities
- Troubleshooting & Resolution: Diagnose, troubleshoot, and identify solutions to resolve customer issues related to software application performance and system errors.
- Networking Support: Resolve connectivity issues, including VPN configurations, DNS resolution, firewall rules, and TCP/IP protocol troubleshooting.
- Database Management: Run complex SQL queries to extract data, perform root cause analysis (RCA) for data inconsistencies, and validate data integrity within relational databases (SQL Server, MySQL, or Oracle).
- Incident Management: Take ownership of reported customer issues from initial report through to resolution, documenting all steps in the ticketing system (JIRA, ServiceNow, or Zendesk).
- Collaboration: Escalate unresolved issues to the internal Engineering or DevOps teams while maintaining regular communication with the client to manage expectations.
- Documentation:



Create and maintain internal Knowledge Base (KB) articles, SOPs, and "Runbooks" for common technical workarounds.

Required Technical Skills
- Networking: Solid understanding of OSI model, DNS, DHCP, SSL/TLS certificates, Load Balancers, and Proxy settings.
- SQL/Database: Proficiency in writing SQL joins, sub-queries, and scripts to analyze backend data and troubleshoot application errors.
- Operating Systems: Hands-on experience with Linux (CLI-based troubleshooting) and Windows Server environments.
- API Support: Familiarity with testing and troubleshooting REST APIs using tools like Postman or Swagger.
- Log Analysis: Ability to read and interpret application logs (Splunk, ELK, or CloudWatch) to identify failure points.

FYI

📌 Technical Support Associate (Noida)
🏢 Trigent Software
📍 Noida