Technical Support Analyst

Exp : 3-5 years

Job Description

Level 2 support - Incidents/Requests/Change/Problem management

· Managing of the patches and software update process for the below products for End User systems across enterprise (Including but not limited to)

o Visual Studio .Net (Multiple Versions)

o .Net Framework (Multiple Versions)

o Oracle Java Run Time Environment (Multiple Versions)

o AJAX tool kit

o Silverlight Tools & Runtime

o NuGet

o TFS

o Expression Studio

o Enterprise Library

· Research and communicate version-to-version product changes when requested and review product changes by vendor to determine upgrade needs of existing products.

· Determine requirements for Software Installation

· Communicate product information (release changes) as appropriate and be a primary contact for end-users and other technical areas for information on the configuration of products supported.

· Implement monthly security patches for any or all of the above supported products.

· Implement Java security patches as needed.

· Prepare Issuance package for SW installation and Configuration as appropriate for target platform.

· Create and Update Test Cases and Test the issuance package / Software Update on appropriate platform and help coordinate user acceptance testing.

· Verify Installation/Upgrade on target platform.

· Troubleshoot issues in end user computers relating to the software updates for the relevant products in scope.

· Create and maintain Knowledge Items for commonly recurring issues.

· Proactively track and propose KIs which can be used by Level 1 support team to resolve incidents.

Other activities

· Work prioritization.

· SLA tracking and adherence.

· Client coordination, hosting and attending client meetings.

· Client end user interaction for issue resolution.

· Identify & implement process improvement & value addition.

Notice Period: 15 Days

Hi,

We have multiple openings for different location, for different clients. If you are interesting in plz find the attached details.

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