Nivoda Looking for Tech Support Executive (Remote) at Remote

Nivoda; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a dynamic and fast-growing global company as a Tech Support Executive, where you will provide essential L1/L2 support for innovative applications. This role offers the chance to work in a flexible environment, tackling exciting challenges while collaborating with diverse teams. You'll be instrumental in ensuring seamless operations through troubleshooting, configuration, and access management. With a focus on professional growth, you will have ample opportunities to learn and contribute to the company's exponential expansion. If you are passionate about technology and eager to make a difference, this position is perfect for you.

Benefits

Flexible working hours

Unlimited holiday allowance

Great company culture

Dynamic working environment

Remote work capability

Growth and learning opportunities

Qualifications

• 0-1 year of experience with strong analytical and troubleshooting skills.
• Excellent verbal and written communication abilities.

Responsibilities

• Provide L1/L2 support for applications and troubleshoot issues.
• Document SOPs and develop training materials for users.

Skills

Analytical skills

Troubleshooting

Problem-solving

Interpersonal skills

Database knowledge (SQL/PostgreSQL)

Basic ITIL knowledge

Networking knowledge (DNS, TCP/IP)

Programming basics

Education

BS (Hons) in Information Systems

BS (Hons) in Computer Science

BS (Hons) in Information Technology

Tools

JIRA

Job description

Designation: Tech Support Executive

Location: Pakistan/India

Reports to: Lead Production Support Engineer

What you’ll do

1. Provide L1/L2 support for in-house/external/Cloud based applications used across Nivoda.
2. Provide 24×7 operational support for all Nivoda Applications through troubleshooting, configuration, and access management.
3. Acquire knowledge of applications used/developed by Nivoda Tech and provide L1 support within pre-communicated SLA while acting as a liaison to accommodate L2 support by coordinating with the Development team.
4. Analyze the root cause while rectifying lapses in service delivery standards and assist in efficient resolution of all production issues. Identify critical/recurring incidents/issues and provide solutions.
5. Act as a bridge between operations/clients teams and core technical teams.
6. Assist users and guide them through the usage of their respective applications and services.
7. Coordinate with clients and client services for problem resolution, escalation, and tracking of reported issues.
8. Issue resolution to avoid production outages and adherence to SLA.
9. Timely escalation of unresolved issues to the development team & consistent follow-up.
10. Closely observe application deployments and upgrades while ensuring swift communication between teams involved.
11. Document SOPs, develop knowledge base, and training material.
12. Participate in system-level deployments, configuration, testing, troubleshooting, upgrades, R&D, migration, and expansion initiatives pertaining to in-house developed applications.

What you’ll need

1. BS (Hons) degree in the field of Information Systems, Computer Science, or Information Technology.
2. 0-1 year of work experience.
3. Excellent verbal, written, and presentation skills.
4. Strong analytical, troubleshooting, and problem-solving skills.
5. Attention to detail, ability to multi-task, and must possess leadership skills.
6. Excellent interpersonal skills when dealing with clients, building constructive business relationships with users and clients.
7. Excellent database knowledge (SQL/PostgreSQL).
8. Basic understanding of ITIL norms and Production Support best practices.
9. Basic knowledge of DNS, TCP/IP, and networks and systems used within an organization.
10. Strong interest in software development lifecycle, processes, and fixing software bugs.
11. Knowledge of contact center infrastructure & telephony platforms will be a plus.
12. Knowledge of Ticketing systems like JIRA, etc.
13. Basic understanding of programming.

What you’ll get

1. Flexible working hours and a great company culture.
2. Ability to work remotely.
3. Unlimited holiday allowance.
4. Dynamic working environment in an extremely fast-growing global company.
5. Ample experience to grow and learn.
6. Ability to join and contribute to a company during exponential expansion phase.