System Support Engineer

Sri Lanka·Colombomid

Customer SupportSupport Engineer

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Quick Summary

Overview

Timely investigate and resolve reported issues on customer-centric interfaces and assigned systems using log analysis and root cause analysis (providing L1 and L2 support).

Technical Tools

Customer SupportSupport Engineer

Timely investigate and resolve reported issues on customer-centric interfaces and assigned systems using log analysis and root cause analysis (providing L1 and L2 support).
Liaise with IT stakeholders, business teams, branch networks, and service providers to address new requirements and rectify reported bugs.
Handle customer queries directly under supervisor guidance, providing personalized support as needed.
Conduct awareness sessions for business teams and provide immediate guidance on system updates or issues.
Monitor and analyze system logs to identify issues and implement corrective measures.
Assist in improving support processes and documentation to enhance service efficiency.

Requirements

~1 min read

Fully or partially qualified / currently pursuing a Bachelors Degree in Computer Science / IT from a recognized university, or a Certificate in IT from the British Computer Society (BCS).
Strong troubleshooting, analytical, and problem-solving abilities.
Excellent communication, interpersonal, and teamwork skills.
Professional customer handling skills.
Ability to manage multiple parallel tasks and meet deadlines.
Capability to work extended hours based on business requirements.

Minimum 5 years of L2/L3 support experience across multiple applications.
Proficiency in Jasper Reports and Oracle SQL.
Strong experience in reading, analyzing, and investigating system logs for root causes.
Knowledge of database queries and reporting tools (PL/SQL, SQL, MRT, COM).
Basic knowledge of Java and JavaScript.
Certificate/Diploma in support services is preferred.