Technical Support Trainee
W3villa Technologies
- Location
- Noida, Uttar Pradesh, India
- Job type
- Full-time
About the role
W3villa Technologies
Website:
w3villa.com
Job details:
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.
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