Job Accountabilities  

• Provide technical support to internal and external customers via telephone, email, or via remote assistance tool(s). Ensure support needs are met. 
• Assist internal and external customers to upgrade and configure the software. 
• Participate in software testing as needed during the release cycle. 
• Troubleshoot complex issues, with simulation/reproduction of issues in order to find resolutions. 
• As appropriate, provide custom solutions through Scripts/Tools/Interfaces /User Training.  
• Use ticketing system(s) and time reporting systems to accurately report issues, document activities, and report time. 
• Identify cause of problem reported by debugging and if necessary correct them or report them to the developers. 
• Assist with Smart Enablement/Digitization projects at customer sites as assigned. 
• Requires participating in the Service Window with other team members to respond to critical system support requests. 
• Work with the commercial team to manage and distribute licensed software to customers. 
• Must be willing to work in a team environment and with other team members. Required to perform duties outside of normal responsibilities, as needed.

Skills Required (Knowledge and Skills) 

• Service Management skills 
• Automation Skills using VB/ASP. Net 
• Deep Knowledge in Data base/SQL scripting  
• Knowledge of Best practices in the Tool and Related engineering domain  

EDUCATION  

• Degree in Engineering ( Computer Systems )/MCA/BCA from accredited college/university. 
• Specialization (Certification )in Oracle/SQL/MDL/Java /ASP.NET 
• Service Management/ISO Certifications