Technical Support Engineer

Micropoint Computers; Navi Mumbai; On-site; INR 360,000 - 540,000; Full time

Job summary

Micropoint Computers seeks a technical support analyst in Navi Mumbai to deliver Level 1/2 support via email, chat, phone and ticketing systems. You will troubleshoot software, networks and systems, and analyze logs to identify root causes.

You will reproduce issues, coordinate with Development, QA and Infrastructure to resolve them, monitor tickets, document steps, assist with installations and deployments, and run basic DB queries as needed.

Qualifications

• Experience in technical support.
• Familiarity with ticketing systems and SLA adherence.
• Strong analytical and problem-solving skills.

Responsibilities

• Provide Level 1/Level 2 technical support to customers via email, chat, phone, and ticketing systems.
• Troubleshoot application, software, network, and system-related issues.
• Analyze logs, error messages, and system behavior to identify root causes.
• Reproduce reported issues and coordinate with Development, QA, and Infrastructure teams for resolution.
• Monitor and manage support tickets according to SLA requirements.
• Document troubleshooting steps, resolutions, and known issues in the knowledge base.
• Assist with application installations, configurations, upgrades, and deployments.
• Perform basic database queries and data validation when required.
• Use monitoring and diagnostic tools to identify system issues.
• Escalate complex or critical issues to the appropriate technical teams.
• Follow up with customers and provide clear, timely updates until issues are resolved.
• Identify recurring problems and recommend improvements to reduce support incidents.

Job description

Role & responsibilities

• Provide Level 1/Level 2 technical support to customers via email, chat, phone, and ticketing systems.
• Troubleshoot application, software, network, and system-related issues.
• Analyze logs, error messages, and system behavior to identify root causes.
• Reproduce reported issues and coordinate with Development, QA, and Infrastructure teams for resolution.
• Monitor and manage support tickets according to SLA requirements.
• Document troubleshooting steps, resolutions, and known issues in the knowledge base.
• Assist with application installations, configurations, upgrades, and deployments.
• Perform basic database queries and data validation when required.
• Use monitoring and diagnostic tools to identify system issues.
• Escalate complex or critical issues to the appropriate technical teams.
• Follow up with customers and provide clear, timely updates until issues are resolved.
• Identify recurring problems and recommend improvements to reduce support incidents.