Collaborate with senior technical consultants, development, infrastructure, database, interface, and other technical teams when additional expertise is required.
Maintain accurate and detailed case documentation, including troubleshooting steps, findings, resolution, and customer communication.
Meet defined SLA, productivity, quality, and customer satisfaction expectations.
Participate in knowledge-transfer sessions and continuously build knowledge of supported products.
Identify recurring issues and contribute ideas for improving knowledge articles, SOPs, automation, and support processes.
Use available tools, documentation, and AI-assisted troubleshooting capabilities responsibly to improve investigation efficiency and resolution quality.
Communicate clearly and professionally with customers and internal teams through email, chat, and support calls.
Participate in rotational shifts, including evening/night/weekend coverage, based on business requirements.
Escalate critical or high-impact issues promptly and ensure appropriate follow-up until resolution.
Required Qualifications
Bachelor's degree in Computer Science, Information Technology, Computer Engineering, Electronics, or a related technical discipline.
Fresh graduates with strong technical aptitude are encouraged to apply.
Basic understanding of
Operating systems, particularly Windows
Networking fundamentals
Databases and SQL concepts
Application troubleshooting
Software development/support concepts
Good analytical and problem-solving skills.
Strong written and verbal communication skills.
Flexible to work in rotational shift timings with certain weekend on call.
Preferred / Good-to-Have Skills
These are not mandatory for freshers, but candidates with exposure to any of the following would be preferred:
Basic SQL / database querying
Windows Server fundamentals
Networking concepts such as TCP/IP, DNS, ports, and connectivity
ServiceNow or similar ITSM tools
ITIL fundamentals
Healthcare IT / EMR / EHR concepts
Basic scripting such as PowerShell, Python, or batch scripting
Exposure to AI tools used for troubleshooting or technical support
