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Ethics Infotech Linkedin · Posted 3d ago

Support Engineer

India

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Indexed description

Skills

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 1–3 years of experience in L1/L2/L3 Application or Technical Support.
  • Strong client communication and stakeholder management skills.
  • Experience coordinating with cross-functional teams (Tech, BA, PM, Delivery).
  • Good understanding of incident management, SLAs, and issue escalation.
  • Strong analytical, problem-solving, and organizational skills.
  • Experience with ticketing/project management tools (e.g., Jira, ServiceNow, Azure DevOps) and MS Office.
  • Ability to manage multiple priorities and work effectively in a fast-paced environment.

Role & Responsibilities

  • Previous working knowledge of Support ( L1, L2 & L3) is required.
  • Serve as the primary point of contact for clients, actively engaging with them to understand their challenges, issues, and expectations
  • Act as a communication bridge between clients and internal teams including Tech, BA, PM, and Delivery Management to ensure seamless information flow
  • Actively participate in and drive project communication across multiple departments, both internal and external
  • Facilitate discussions and align multiple client stakeholders with the internal delivery team to drive resolution and decision-making
  • Monitor project timelines, track progress, and ensure timely delivery of milestones
  • Proactively identify risks and escalate issues to the concerned Reporting Manager, ensuring timely follow-through on resolutions
  • Support the Delivery Manager and Project Managers in day-to-day operational coordination
  • Prepare and maintain comprehensive project documentation, MIS reports, meeting minutes, and status updates
  • Ensure compliance with company delivery processes, communication standards, and client SLAs
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