Technical Support Analyst

Information Technology (IT) | Pune, India


We are looking for Technical Support Analyst to join a growing client in Pune, India.



  • 2+ years’ experience in the field of Application support, Deep Technical Support, Software technical support or related
  • Proven history in investigating, researching and resolving complex technical cases and issues
  • Solid experience in maintaining customer interaction and managing communication flows
  • Excellent troubleshooting skills
  • Strong hands-on experience with XML
  • Deep understanding and professional expertise working with front-end technologies, such as HTML/XHTML, CSS, JavaScript



  • To provide and manage the resolution of all incoming incidents allocated to you through a professional, courteous liaison with both the customer and internal/external personnel.
  • Record all incidents on the current incident logging application, ensuring that the current incident logging procedures are adhered to and that sufficient details are recorded to facilitate the resolution.
  •  Monitor incidents raised by Clients, Internal Staff and Solution Partners.
  • Provide a reliable and responsive help facility, ensuring continuity and integrity of service.
  • Provide a reliable and responsive service for the identification and escalation of technical problems following the resolution, escalation and communication procedures.
  • Liaise closely with internal teams, e.g. QA and Development, to reproduce and resolve issues.
  • To assist in the development and monitoring of current Help Desk processes and procedures, making recommendations for improvement where required.
  •  To assist in the production of weekly and monthly Help Desk managerial statistics.
  • Assist in the development and continued monitoring of the published Service Level Agreements.
  • Monitor and progress scheduled and periodic archive requests through to completion ensuing Clients are aware of progress.


Skills and Experience

  • Deep understanding and professional expertise working with front-end technologies, such as HTML/XHTML, CSS, JavaScript
  • Ability to work with development tools (i.e. Eclipse, XQuery) and code versioning and control systems, SVN/CVS – preferred
  • Experience working on a daily basis with at least 1 ticketing system; knowledge of JIRA will be an advantage
  • Very good English language
  • Advantages.


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