Sms Noc Engineer

Job Role Handling Level 2 technical issue, manage escalated tickets, with complex troubleshooting and advance technical support Working closely with L1 level support team and development team to identify and troubleshoot reported issues Analyze and debug issue that has been reported by customer. Identification and escalation of issues to appropriate team for urgent attention. Responsible for database support, troubleshooting the problems by writing SQL queries, deploy new patches on UAT and production server at IIS server Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades. Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager. Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention. Escalate unresolved queries to respective departments for accurate redressal.

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