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Job Description

Key Responsibilities

  • Provide initial assessment of urgency and business impact on all support helpline calls and emails
  • Perform initial troubleshooting to identify the root cause by eliminating step-by-step possible root causes of the incident
  • Maintain overall ownership of client’s issue and service, ensuring that they receive resolution within a committed SLA
  • Perform comprehensive root cause analysis and advise how to avoid such incidents in the future
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Document knowledge in the form of knowledge base tech notes and articles
  • Provide production support after Go live
  • Responds to customer technical inquiries
  • Build Deployments
  • Creates temporary “work-around” for immediate customer issues where appropriate
  • Documents and logs all contacts and actions into Azure DevOps per specified guidelines
  • Escalates to Level 3 customer issues unresolved at Level 2 by packaging, with a concise description, actions, and traces required for escalation of “bugs” and/or “request for assistance”.
  • Follows customer issues through to completion to ensure resolution and customer satisfaction has been achieved.
  • Involvement in company workgroups who plan the direction of Customer Support work processes and procedures

The ideal candidate will have

  • 1+ years of experience in a similar domain.
  • Experience with SQL Server databases. Experience with Oracle RDMS is good to have but not mandatory.
  • .Net development experience is a plus
  • Understanding of the deployment process of ASP.Net application

Job Details

Functional Area:
Total Positions:
3 Posts
Job Shift:
First Shift (Day)
Job Type:
Job Location:
No Preference
Minimum Education:
Degree Title:
Information Technology
Career Level:
Experienced Professional
Minimum Experience:
2 Years
Apply Before:
Apr 18, 2020
Posting Date:
Mar 19, 2020
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Information Technology · 11-50 employees - Karachi

pIntelligenes is a growing Software development & marketing organization with partner companies based in US & Canada. Establishded in 2003, Intelligenes is a rapidly growing organization with leading customers in Pakistan and abroad. We have worked for Fortune 500 companies. We have delivered soluti ...Read More

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