Technical Support Trainee

W3villa Technologies; Dadri; On-site; INR 300,000 - 500,000; Full time

Job summary

W3villa Technologies in Dadri, Uttar Pradesh, is seeking a proactive IT support specialist to troubleshoot issues, analyze data, and manage tickets efficiently. You will work with databases and system logs, retrieve and verify data, and ensure timely resolutions within defined SLAs.

Collaborating with the development and support teams, you will document problems and resolutions, maintain ticketing accuracy, and contribute to ongoing platform improvements while prioritizing multiple requests with

Qualifications

• :// Must-have skills for the role: proficiency in Excel/Google Sheets with basic lookup functions; solid troubleshooting and data analysis capabilities; familiarity with databases (MySQL) and system logs; experience with Jira, Monday.com, Slack or similar tools; good verbal and written communication; and ability to prioritize multiple tickets.

Responsibilities

• Provide initial troubleshooting and identify issues based on information and system data.
• Investigate technical and data-related issues using databases, system logs, and tools.
• Retrieve, verify, and analyze data required to resolve support requests.
• Categorize and prioritize tickets by severity and business impact.
• Work within defined response and resolution SLAs.
• Escalate complex issues to senior support or development teams as needed.
• Coordinate with developers for code-level investigations or deployments.
• Perform routine log reviews and health checks.
• Maintain clear documentation of issues, resolutions, and pending actions.
• Keep ticket-management platforms updated with accurate information.
• Ensure proper shift handover with detailed notes.

Skills

Excel/Sheets

Data analysis

Troubleshooting

SQL/MySQL

Communication

Ticketing tools

Node.js basics

Tools

Jira

Monday.com

Slack

Job description

• Provide initial troubleshooting and identify issues based on available information, documentation, and system data.
• Investigate technical and data-related issues using databases, system logs, Google Sheets, and other available tools.
• Retrieve, verify, and analyze data required to resolve support requests.
• Categorize and prioritize support tickets based on severity and business impact.
• Work within defined response and resolution SLAs.
• Escalate complex or critical technical issues to senior support or development team members when required.
• Coordinate with the development team for issues requiring code-level investigation, deployment, or platform-level changes.
• Perform routine system-log reviews, health checks, and pending-ticket reviews.
• Maintain clear documentation of issues, troubleshooting performed, resolutions, and pending actions.
• Keep ticket and task-management platforms updated with accurate support information.
• Ensure proper shift handover by documenting completed tasks, pending items, critical issues, and required next steps.
• Follow established support processes and adapt to changes in platform rules or procedures.
• Work collaboratively with other support resources to ensure continuous support coverage across assigned shifts.

Roles & Responsibilities

• Provide initial troubleshooting and identify issues based on available information, documentation, and system data.
• Investigate technical and data-related issues using databases, system logs, Google Sheets, and other available tools.
• Retrieve, verify, and analyze data required to resolve support requests.
• Categorize and prioritize support tickets based on severity and business impact.
• Work within defined response and resolution SLAs.
• Escalate complex or critical technical issues to senior support or development team members when required.
• Coordinate with the development team for issues requiring code-level investigation, deployment, or platform-level changes.
• Perform routine system-log reviews, health checks, and pending-ticket reviews.
• Maintain clear documentation of issues, troubleshooting performed, resolutions, and pending actions.
• Keep ticket and task-management platforms updated with accurate support information.
• Ensure proper shift handover by documenting completed tasks, pending items, critical issues, and required next steps.
• Follow established support processes and adapt to changes in platform rules or procedures.
• Work collaboratively with other support resources to ensure continuous support coverage across assigned shifts.

Skills Required

• Working knowledge of Microsoft Excel and/or Google Sheets, including basic formulas and lookup functions such as VLOOKUP.
• Basic understanding of system logs and technical troubleshooting. Good understanding of Databases (MySQL) and working with data.
• Familiarity with tools such as Google Docs, Google Sheets, Monday, Slack, or Jira.
• Basic scripting knowledge, particularly Node.js, is an added advantage but not mandatory.
• Good verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Good attention to detail and ability to follow documented processes.
• Ability to prioritize tasks and handle multiple support requests effectively.
• Comfortable working independently as well as coordinating with support and development teams.