Application Support - Tecnical (SQL, .Net & Azure) (Chennai)

Hello Everyone, Greetings from IRIS.! I am writing this job post to brief about the job chance with IRIS KPO Resourcing Pvt Ltd (IRIS Software Group) for Product Support Specialist - Technical Support ( SQL & Dot Net). Please find the job description and specifications for your references, please share your interest for the job opportunity with your updated resumes to siva.arun.m@iris.co.uk - Candidates must have hands on experience on handling L2 technical tickets (SQL @ Dot Net) - Candidates must have excellent communications - Previous experience of working in a Service Desk/Helpdesk/ Support environment - Problem solving. - Critical thinking. - Debugging/troubleshooting .net applications and web applications. - Strong SQL knowledge. - Coding experience would be desirable. This Vacancy is not for freshers, in future if we have any other vacancy we will let you know. Experience required: 2 to 5 Years. No of positions: 5 Shift timings: 8 AM to 11 PM IST (Rotational Shift) No Night Shifts Job Location: Remote Designation : Customer Services Advisor / Associate Main Responsibility: - To ensure constant monitoring of the Service Desk logging system (Zendesk) ensuring all incidents and requests are resolved or triaged within SLAs and KPIs - To ensure that the Service Desk logging system is kept up-to-date and accurate. To also ensure that all notes and associated information relating to calls are added to the system in an appropriate manner - To utilise remote access technology, knowledge sources and diagnostic tools to either resolve or triage tickets to other iSAMS teams or 3rd party suppliers - To monitor call flow and to raise awareness to the relevant team(s) when required e.g. when there are high volumes - To identify repetitive incidents to raise awareness to the relevant team(s) by supplying precise and accurate information. - To provide support to Customer Support Analysts enabling quick and effective resolutions to problems whether that is through support, guidance, escalation or training - Deal with non-technical How To type queries as required - To assist in maintaining accurate information to reduce impact on the Service Desk such as technical information for support forums and bulletin boards. - To accurately update any client information in the Service Desk logging system as necessary. - To regularly audit the Service Desk logging system to ensure that tickets are effectively managed and to confirm that information held is accurate and relevant. - To participate in team projects that enhances the quality and efficiency of the support service. To participate in continual development and learning activities within the team. - To review internal procedures on a regular basis to ensure that they are up-to-date and accurate proposing alterations and changes where necessary. - To maintain one or more information systems to ensure the highest quality and accuracy of data collation - Training new and existing members of the iSAMS Team with the use of iSAMS as required - Maintain a good understanding of iSAMS product and keep up to date with system developments - Undertake any other reasonable tasks or projects which support iSAMS business needs and are within the post holders capabilities Essential Knowledge and experience - Previous experience of working in a Service Desk/Helpdesk/ Support environment at 2nd line level including experience of managing incidents through to resolution or escalation and working within SLAs - Experience of coding, preferably in classic ASP, ASP.NET (C#) or JavaScript - Solid knowledge of SQL using MS SQL Management Studio - Experience of debugging web-based applications - Sound knowledge of IT systems, network configuration, major applications and desktop support - Previous experience in a customer service role - experience of dealing directly with clients/customers - Experience of using a call logging system - Solid understanding incident management and ITIL principles Experience of application support - Experience in the education sector, ideally worked on an MIS product - A good understanding of IIS and MS Reporting Services - ITIL foundation qualification - Service Desk qualification Educated to degree level in Computing or Computer Science .