Junior Support Engineer

Axardigital; Pune District; On-site; INR 300,000 - 500,000; Full time

Job summary

A tech solutions company is seeking a Junior Support Engineer in Pune to provide L1 and L2 technical support for applications built on .NET, Angular, and Node.js. Ideal candidates will have 1-3 years of experience, strong communication skills, and a proactive approach towards customer satisfaction, with responsibilities that include troubleshooting and resolving technical issues effectively.

Qualifications

• 1-3 years experience in a technical support role.
• Ability to provide L1 & L2 technical support.
• Customer-oriented mindset with attention to detail.

Responsibilities

• Provide L1 & L2 technical support for applications.
• Diagnose and resolve basic technical issues.
• Escalate complex issues to senior engineers.
• Respond to customer queries via email, chat, and ticketing systems.

Skills

Understanding of Windows & Linux operating systems

Familiarity with databases (SQL Server, MySQL)

Basic networking knowledge

Experience with ticketing tools (e.g., Jira, ServiceNow)

Strong communication skills

Ability to troubleshoot technical issues

Tools

Jira

ServiceNow

AnyDesk

UltraViewer

Job description

Location: Pune
Employment Type: Full-Time
Department: Engineering
Position: Junior Support Engineer
Experience Level: 1-3 Years

JOB SUMMARY:

We are seeking a Junior Support Engineer with 1-3 years of experience to provide Level 1 (L1) and Level 2 (L2) technical support for our applications built on .NET, Angular, and Node.js. This role involves assisting customers with issue resolution, supporting deployment activities, and troubleshooting basic application, system, and network-related problems. The ideal candidate should possess strong problem-solving abilities, effective communication skills, and a customer-centric approach.

KEY RESPONSIBILITIES:

• Provide L1 & L2 technical support for applications developed using .NET, Angular, and Node.js.
• Diagnose and resolve basic technical issues related to software functionality, user access, and configurations.
• Escalate complex issues to L3 engineers or the development team, ensuring proper documentation of reported issues.
• Support web applications hosted on IIS and XAMPP.
• Utilize remote support tools such as AnyDesk and UltraViewer to assist clients effectively.
• Assist customers with troubleshooting application errors, crashes, or performance-related concerns.

Customer Interaction & Communication

• Respond to customer queries via email, chat, and ticketing systems (e.g., Jira, ServiceNow).
• Provide clear and concise technical guidance to customers, including step-by-step resolutions.
• Ensure timely updates and professional communication to maintain high levels of customer satisfaction.
• Work closely with developers and product managers to understand requirements and acceptance criteria.
• Actively participate in sprint planning, retrospectives, and daily stand‑ups.
• Assist in deploying applications and updates in customer environments.
• Support basic environment setup such as software installations and minor system configurations.
• Troubleshoot basic deployment issues in Windows and Linux environments.
• Address basic network‑related issues, including connectivity problems, DNS errors, and firewall settings.
• Work with system administrators to ensure proper server and network configurations.
• Track, manage, and document all support requests in ticketing systems like Jira or ServiceNow.
• Identify frequent support issues and document solutions in an internal knowledge base.
• Provide detailed logs and issue reports to senior engineers for unresolved problems.

REQUIRED SKILLS AND EXPERIENCE

• Understanding of Windows & Linux operating systems for troubleshooting deployment‑related issues.
• Familiarity with databases (SQL Server, MySQL) to identify and resolve simple data‑related issues.
• Basic networking knowledge, including IP configurations, DNS, and firewalls.
• Experience working with ticketing and issue‑tracking tools (e.g., Jira, ServiceNow).
• Exposure to CI/CD pipelines and cloud platforms (AWS, Azure, or GCP) is a plus.
• Basic knowledge of .NET, Angular, or Node.js applications is a plus.
• Strong communication skills for handling customer interactions.
• Ability to troubleshoot and resolve technical issues methodically.
• A proactive and customer‑oriented mindset with attention to detail.
• Ability to multitask and prioritize multiple support tickets effectively.
• Analytical thinking to identify and resolve basic application issues.
• Ability to document recurring issues and suggest potential fixes.
• Understanding of when to escalates issues to senior support engineers or the development team.