Support Engineer

• Provide remote technical support to identify, troubleshoot, and resolve software and system issues.
• Access remote systems using tools such as PuTTY and WinSCP to retrieve logs, update files, and perform system-level diagnostics.
• Analyze system discrepancies and missing data by writing and executing SQL queries to identify root causes.
• Investigate and resolve complex issues through detailed log analysis and structured troubleshooting.
• Collaborate with development and engineering teams via the Jira ticketing system to resolve issues and implement permanent solutions.
• Maintain system stability and performance by performing cache updates and validating system consistency.
• Escalate unresolved or high-impact issues to appropriate internal teams with clear technical context.
• Identify and resolve software issues using Linux and AIX commands, SQL, and scripting languages such as Python.
• Manage and prioritize multiple open tickets concurrently to ensure timely and effective resolution.
• Automate repetitive operational and troubleshooting tasks across multiple POS systems to improve efficiency and reduce manual effort.
• Contribute to operational documentation and knowledge sharing to support consistent issue resolution.

CME

IT Operations Technical Support Engineer