IT Support Executive-FinTech-Jaipur-8 LPA

Profile:IT Support Executive

Experience:

• 2-4 years of experience in IT Support Technical Support Application Support Product Support or similar roles.
• Experience in FinTech Banking Payments SaaS or Financial Services is preferred
• Hands-on experience with ticketing/ITSM tools such as Jira ServiceNow Zendesk Freshservice or similar.

About the Role:
We are looking for a technically strong and highly communicative IT Support Executive to join our FinTech organization. The ideal candidate should have hands-on experience in IT/Application/Technical Support excellent English communication skills and the ability to troubleshoot technical issues independently while coordinating with internal teams and customers.

This role will involve supporting users applications systems and day-to-day technical issues while working in alignment with US business hours.

Roles:

1. Provide L1/L2 technical and application support to users and customers.
2. Troubleshoot issues related to applications systems software access connectivity and user accounts.
3. Handle and resolve support tickets within defined SLA/TAT.
4. Identify analyze and troubleshoot recurring technical issues.
5. Monitor application/system issues and escalate complex problems to the appropriate technical teams.
6. Perform basic investigation using application logs error messages SQL queries APIs or monitoring tools.
7. Coordinate with Development Infrastructure Product and other internal teams for issue resolution.
8. Maintain proper documentation of incidents troubleshooting steps resolutions and escalations.
9. Provide clear and professional updates to customers/users through email chat and calls.
10. Maintain knowledge-base articles FAQs and troubleshooting documentation.
11. Follow defined ITSM incident management escalation and security processes.
12. Ensure professional communication and timely follow-up until issues are completely resolved.

Qualification:

• Excellent English communication skills - verbal and written.
• Basic understanding of SQL and ability to perform simple queries for troubleshooting.
• Basic understanding of REST APIs JSON application logs and HTTP status codes is preferred.
• Good understanding of Windows networking applications and user-access troubleshooting.
• Ability to work independently and communicate effectively with US-based stakeholders.
• Comfortable working in a US shift / night shift from India.
• Good documentation and incident-management skills.

Required Skills:

IT SupportTechnical supportApplication Support ManagementL1/L2 SupportTicketingITSM ToolsJIRAZendeskTroubleshootingSQLWindows SupportNetworkingUser Access ManagementIncident ManagementTAT ManagementUser SupportServiceNowFreshserviceTeam CoordinationREST APIsJSONSaaSFinTechFinancial Services