Support Engineer

Job Summary

• As support engineer you are a spider in the web between development, customers, consultants who are out in the field and management. As a support engineer you are the first point of contact for the customers who report issues and questions at the Service Desk. Tickets raised in the Service Desk are analyzed, tested, solved and reported back to the customer. Also, internal tickets can be raised via the Service Desk which will need to be picked up by the support engineer.
• Besides working on customer and internal tickets, a support engineer is also responsible for proper testing of the applications and delivery of test reports. Testing will be executed on single tickets but also via a predefined test script.
• As a support engineer you are also involved in developing new formats and layouts for our applications. Formats are build based on specifications provided by the customer/bank.
• Documentation related to the application will be written and maintained by the support engineer. Customers with a SLA are also supported by the support engineer. This contains assisting on functional questions, new setup, prioritized issue resolving, etc. Support engineers are also responsible for a timely delivery of new releases to the customers.
• The support engineer maintains a close relationship with the Supervisor Support for updates on planning, status of helpdesk issues and status of development.

Job Location: It's a remote job. You can work from anywhere in India. 
Responsibilities
• Picking up and maintain of tickets received in the Service Desk based on the organization procedures.
• Meet SLA agreements.
• Report to Teamlead Support.
• Testing of APRO applications and making sure that functionality is delivered correct
• Making application (releases) available for customers.
• Communicate with customers when new release is available.
• Communicate with the Teamlead Support about the planning and changes in planning.
• Awareness of open items at customers and in case required communicate with team lead/managers
Requirements 
• Bachelor’s degree or higher
• 3 to 7 years of experience in the IT product-based industry, preferably in the imaging or banking products domain
• Excellent communication skills with proficiency in both written and spoken English.
Good to have but not mandatory 
• Experience / Knowledge in Java & SQL 
What We Offer
• Collaborative start-up culture
• Opportunity to grow your career with a rapidly growing organisation.
• Exposure to working with a Microsoft gold partner organization with the latest technologies.
• People first organisation culture
• Company Paid Group Mediclaim Insurance for employee, spouse and up to 2 Kids of INR 400,000 per annum.
• Company Paid Group Personal accidental insurance for employees of INR 1,000,000 per annum.
• Company Paid & Manager approved Career Advancement Opportunities
• Best in the Industry referral bonus policy.
• 29 Paid leaves throughout the year
• Company-paid Maternity leaves for female employees