Support Executive (Level II)

Job Description:

Prime System Solutions is looking for a Support Executive (Level II) to join our dynamic team. L2 Application Support provides in-depth technical assistance for application system-related issues. They possess a deeper understanding of the system's architecture and functionality, enabling them to diagnose and resolve more complex problems. Their focus is on maintaining system stability, optimizing performance, and ensuring seamless operation of the application.

Role & Responsibilities:

• Application Owner: Act as a point of contact and subject matter expert for the Prime System Solutions application.
• Advanced Troubleshooting: Investigate and resolve escalated issues related to application system performance, software errors, system crashes, data integration problems, or configuration problems that require deeper technical knowledge and analysis.
• Root Cause Analysis: Perform in-depth analysis of system logs, error messages, and system metrics to identify the underlying causes of complex system-related issues and implement effective solutions.
• System Configuration Support: Provide expert guidance and assistance to customers in configuring and optimizing application settings to ensure system stability, optimal performance, and alignment with their specific requirements. System Enhancement
• Change Request Creation (Performance Gaps): Identify areas for system improvement based on performance analysis and user feedback, and create detailed Change Requests (CRs) to address performance gaps and enhance system functionality.
• Collaboration with L3: Collaborate effectively with Prime System Solutions application Support L3 (Development Team) for issues that require code-level changes, bug fixes, patches, or system enhancements.
• Troubleshooting Guide Documentation and Upkeep: Develop, maintain, and update comprehensive troubleshooting guides, FAQs, and knowledge base articles to empower users to resolve common issues independently and to improve support efficiency.
• System Monitoring: Proactively monitor system performance, identify potential issues, and implement preventative measures to ensure system uptime and reliability.
• Customer Interaction: Communicate effectively with customers to provide updates on issue resolution progress, explain technical solutions, and provide recommendations for optimizing system usage and performance.
  
  
  

Required Skill Set:

• Education: a. Bachelors degree in Computer Science, Information Technology, Engineering, or a related technical field is required.
• Experience: At least for years of experience in application support, system configuration, or technical troubleshooting roles within enterprise software or SaaS-based environments.
• Prior experience working with yield management or semiconductor-related applications will be a strong advantage.
• System Troubleshooting: Expertise in diagnosing and resolving complex system performance issues, data integration problems, application errors, and system crashes. Ability to analyze data using scripting languages like Python is required.
• Basic Scripting & Querying Skills: Proficiency in database querying (e.g., SQL) to analyze data, automate tasks, and troubleshoot system issues. Familiarity with C# and .NET is a plus.
• Operating System and Infrastructure Knowledge: Solid understanding of the underlying operating systems (e.g., Windows Server), server hardware, and network infrastructure supporting the Prime System Solutions application.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex technical concepts clearly and concisely to both technical and non-technical audiences.