Technical Support Engineer

Comunus Technologies; Thane; On-site; INR 450,000 - 650,000; Full time

Job summary

Comunus Technologies in Thane is seeking an experienced IT support specialist to provide L1/L2 assistance to end users and clients, troubleshoot application issues, and monitor system health. You will manage incidents, coordinate with development and infrastructure teams, support deployments, and prepare RCA documents.

Strong Excel data analysis and reporting skills are required, with readiness for late-night releases and extended production support when needed.

Responsibilities

• Provide L1/L2 technical support to end users and clients.
• Troubleshoot application-related issues.
• Monitor application performance and system health.
• Create, track, and resolve incidents through ticketing tools.
• Coordinate with development, database, and infrastructure teams for issue resolution.
• Support deployments, patching, and scheduled maintenance activities.
• Prepare Root Cause Analysis (RCA) documents.
• Maintain technical documentation and Standard Operating Procedures (SOPs).
• Ensure adherence to SLA timelines and support processes.
• Coordinate with external payment gateway partners/vendors for issue resolution and support activities.
• Proficient in Microsoft Excel, including Pivot Tables, VLOOKUP/XLOOKUP, data analysis, and reporting. (SQL knowledge is not required).
• Communicate effectively with clients and stakeholders regarding issue status and resolution updates.
• Assist in user acceptance testing (UAT) and post-deployment validation activities.
• The candidate should be available for post-deployment sanity checks after late-night releases and be willing to provide extended support during critical production incidents when required.

Tools

Microsoft Excel

Job description

Responsibilities

• Provide L1/L2 technical support to end users and clients.
• Troubleshoot application-related issues.
• Monitor application performance and system health.
• Create, track, and resolve incidents through ticketing tools.
• Coordinate with development, database, and infrastructure teams for issue resolution.
• Support deployments, patching, and scheduled maintenance activities.
• Prepare Root Cause Analysis (RCA) documents.
• Maintain technical documentation and Standard Operating Procedures (SOPs).
• Ensure adherence to SLA timelines and support processes.
• Coordinate with external payment gateway partners/vendors for issue resolution and support activities.
• Proficient in Microsoft Excel, including Pivot Tables, VLOOKUP/XLOOKUP, data analysis, and reporting. (SQL knowledge is not required).
• Communicate effectively with clients and stakeholders regarding issue status and resolution updates.
• Assist in user acceptance testing (UAT) and post-deployment validation activities.
• The candidate should be available for post-deployment sanity checks after late-night releases and be willing to provide extended support during critical production incidents when required.