Technical Support Trainee

W3villa Technologies Pvt. Ltd.; Kanpur; On-site; INR 180,000 - 300,000; Full time

Job summary

W3villa Technologies Pvt. Ltd. is seeking a Technical Support Trainee for Noida/Kanpur.

You will provide initial troubleshooting, analyze system data, and coordinate with development for complex issues. This role requires solid data handling skills and clear communication to resolve tickets within defined SLAs. Responsibilities include working with databases, logs, Google Sheets, and other tools, while maintaining up-to-date documentation and handover notes for continuous support coverage across

Qualifications

• Proven ability to troubleshoot using logs, databases, and available docs.
• Strong data interpretation and attention to detail in handling support data.
• Effective written and verbal communication for ticket handling.

Responsibilities

• Provide initial troubleshooting and issue identification using docs and data.
• Investigate issues using databases, system logs, sheets, and other tools.
• Retrieve, verify, and analyze data to resolve tickets.
• Categorize, prioritize, and respond within SLA.
• Escalate complex issues to senior team members when needed.
• Coordinate with development for code-level or platform changes.
• Document troubleshooting steps, resolutions, and pending actions.
• Keep ticket platforms updated and ensure proper handovers.

Skills

Analytical thinking

Communication skills

Prioritization

Independent work

Tools

Excel

Google Sheets

MySQL

Google Docs

Monday

Slack

Jira

Node.js basics

Job description

Technical Support Trainee | Noida / Kanpur | Full-Time

• 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.

Noida (Head Office)

B-49, B Block, Sector 59, Noida, Uttar Pradesh 201301

Kanpur (Branch)

118/362 (Ground Floor), A Block, Kaushalpuri, Kanpur, Uttar Pradesh 208012

USA (Branch)

8 The Grn, Kent County, Dover, DE 19901, Delaware, USA

W3villa Technologies Rated 4.4 / 5 based on 197 reviews