Job Summary
2 - 5 years
• System Programmer
Last Date to Apply
07 Nov 2017
Technical Support Engineer/ System Engineer
Isource Services
Posted on: 08 Sep 2017
Job Description
Job Title : Technical Support Engineer

Experience: 2-5 years

Job Type : Permanent

Job Location : Pune, India


  • Technical background should enable candidate to troubleshoot issues relating to web-based training products that reside in the cloud and are used by corporate customers within their internal networks.
  • Minimum 2 years of experience.
  • Ability to effectively manage development escalations arising from internal teams.
  • Genuine passion for customer service with interpersonal and diplomatic skills.
  • Excellent grammar and written communications skills.
  • Extremely detail-oriented and accurate.
  • Experience handling customer escalations preferred.
  • Bachelors / Masters degree in one of the following areas: Computer Science, Information Technology or
  • related field.


  • Provides prompt and courteous service to internal inquiries within one business day.
  • Reviews Tier 1 and/or Tier 2 requests via e-mail and web-based ticketing system.
  • Responds to all requests within 1 business day.
  • Fulfills Deployment Plans sent from Implementation teams and course packaging/branding requests within 1 business day.
  • Uses logical working knowledge of cloud-based applications to troubleshoot systems.
  • Performs tests to isolate source of web-facing issues.
  • Maintain a prioritized issue list, success criteria, and correlated action plan to drive resolution to critical issues that are escalated to the development team.
  • Verifies technical fixes from the development team.
  • Act as a liaison for all joint Support and Development escalations, reporting back the current status to key stakeholders.
  • Focus on problem avoidance. Works with other teams to develop processes and procedures to re mediate repeating escalations.

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