What are the responsibilities and job description for the Technical Support Engineer position at TekShapers?
Technical Support Engineer
Location –Jersey City, NJ
Duration- Fulltime
Experience level— 3-5 Years
Mandatory Skills : Postman, Kibana, Splunk, and Grafana is required.
Job Description –
Responsibilities:
• Customer Support: Provide first-level technical support to customers. Respond to inquiries, troubleshoot issues, and resolve problems in a timely and professional manner. Ensure a high level of customer satisfaction through effective communication and problem resolution.
• Incident Management: Monitor and triage incoming support requests via various channels (phone, email, ticketing system) and prioritize them based on urgency and impact. Log and track all customer interactions, activities, and resolutions accurately in the ticketing system.
• Troubleshooting: Diagnose and resolve basic technical issues related to banking systems, applications, and infrastructure. Utilize knowledge bases, troubleshooting guides, and documented procedures to identify solutions or escalate to higher-level support teams when necessary.
• Documentation and Knowledge Sharing: Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides. Document common issues, their resolutions, and best practices to facilitate self-service for customers and improve overall efficiency.
• Willingness to learn and adapt to new technologies and tools in the banking technology domain
Experience & Qualifications:
• A minimum of 3 to 5 years of overall experience is required.
• Hands-on experience with tools such as Postman, Kibana, Splunk, and Grafana is required.
• Bachelor's degree in computer science, Information Technology, or a related field.
• Experience in Banking /payment technologies is a plus.
Tekshapers is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.