Technical Support Trainee

W3villa Technologies; Kanpur; On-site; INR 300,000 - 420,000; Full time

Job summary

W3villa Technologies seeks a diligent support analyst to troubleshoot issues, investigate data-driven problems, and resolve tickets within defined SLAs. You will utilize Excel/Sheets, databases, and collaboration tools to diagnose, verify, and document resolutions while coordinating with development teams for deeper investigations.

The role requires clear communication, strong analytical skills, and the ability to manage multiple requests across shifts, ensuring smooth handovers and updated

Qualifications

• Experience in troubleshooting using available information, docs and system data.
• Familiarity with databases (MySQL) and data analysis.
• Proficient with spreadsheet tools (Excel/Sheets) and basic formulas (e.g., VLOOKUP).
• Experience with ticketing tools and adhering to SLAs.
• Good verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Attention to detail and following documented processes.
• Ability to prioritise tasks and handle multiple requests.
• Comfortable working independently and coordinating with teams.

Responsibilities

• Provide initial troubleshooting and identify issues based on information, docs and system data.
• Investigate technical and data-related issues using databases, logs, and Sheets.
• Retrieve, verify and analyze data to resolve support requests.
• Categorize and prioritise tickets by severity and business impact.
• Work within defined response and resolution SLAs.
• Escalate complex issues to senior support or development teams when needed.
• Coordinate with development for code-level or platform changes.
• Perform routine log reviews, health checks and pending-ticket reviews.
• Maintain clear documentation of issues, steps taken and resolutions.
• Keep ticket-management platforms updated with accurate information.
• Ensure proper shift handover with status and next steps.
• Follow established support processes and adapt to changes.

Skills

Excel/Sheets basics

Databases MySQL

Troubleshooting basics

Node.js scripting

Documentation

Communication skills

Analytical thinking

Attention to detail

Task prioritization

Independent work

Tools

Google Docs

Google Sheets

Monday

Slack

Jira

Job description

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.