Role : Production Support Engineer
Location : Alpharetta GA
Mode of Hire : Fulltime
IT Support Specialist III Responsibilities
Provide advanced technical support for complex applications by identifying, troubleshooting, and resolving application issues reported by users. Develop and implement software solutions to address application errors and improve system functionality. Support end users by providing systems administration assistance, coordinating stakeholder discussions, updating documentation, and conducting user training. Monitor system performance, analyze technical issues, and recommend enhancements to improve application stability and user experience.
Key Objectives
- Provide Tier III support for complex applications and systems, ensuring timely resolution of technical issues and service requests.
- Analyze, troubleshoot, and resolve application errors reported by internal and external users.
- Develop and implement software solutions, fixes, and enhancements to address recurring application issues.
- Provision and manage user access while ensuring compliance with security policies and procedures.
- Address security-related issues including user ID management, password resets, and access control requests.
- Log, track, and manage support interactions through ticketing systems, ensuring accurate documentation and timely updates.
- Escalate unresolved issues to appropriate technical teams and monitor progress through resolution.
- Follow up with stakeholders and users regarding escalated incidents and service requests.
- Provide technical assistance to customers via phone, email, web chat, and other support channels.
- Perform emergency system setup, configuration, and user onboarding activities as required.
- Create, maintain, and update training documentation, user guides, and knowledge base articles.
- Conduct end-user training sessions and provide guidance on routine system operations and best practices.
- Monitor applications and systems for errors, defects, performance issues, and enhancement opportunities.
- Analyze system logs, performance metrics, and user feedback to identify trends and recommend improvements.
- Collaborate with developers, infrastructure teams, and business stakeholders to resolve complex technical problems.
- Participate in troubleshooting efforts for production issues and support ongoing application maintenance activities.
- Ensure adherence to support processes, service level agreements (SLAs), and organizational standards.
- Contribute to continuous improvement initiatives by identifying opportunities to enhance support processes and system reliability.
- Communicate effectively with technical and non-technical audiences regarding issue status, resolutions, and recommendations.
- Support operational excellence through proactive monitoring, documentation updates, and knowledge-sharing activities.
Required Qualifications
- Bachelor's degree in Computer Programming, Information Technology, Computer Science, or equivalent training and experience.
- 5-7 years of experience providing application support, technical support, or systems administration services.
- Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve complex technical issues.
- Experience supporting enterprise applications and end-user computing environments.
- Excellent verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Ability to work independently, prioritize tasks, and manage time effectively.
- Experience documenting technical processes, procedures, and training materials.
- Knowledge of user access management, application support processes, and incident management practices.
- Ability to interact effectively with cross-functional teams and stakeholders at all levels.
- Experience supporting customers through multiple communication channels including phone, email, and chat.
- Strong analytical skills with the ability to identify process improvement and system enhancement opportunities.
Skills Required
- Bachelor's degree in Computer Programming, Information Technology, Computer Science, or equivalent training and experience
- 5-7 years of experience providing application support, technical support, or systems administration services
- Strong troubleshooting and problem-solving skills for complex technical issues
- Experience supporting enterprise applications and end-user computing environments
- Excellent verbal and written communication skills
- Strong customer service and interpersonal skills
- Ability to work independently, prioritize tasks, and manage time effectively
- Experience documenting technical processes, procedures, and training materials
- Knowledge of user access management, application support processes, and incident management practices
- Ability to interact effectively with cross-functional teams and stakeholders at all levels
- Experience supporting customers through phone, email, and chat
- Strong analytical skills to identify process improvement and system enhancement opportunities
Hexaware Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hexaware Technologies and has not been reviewed or approved by Hexaware Technologies.
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Healthcare Strength — Feedback suggests health insurance is a standout element, often described as strong and comparable or better than many employers. Medical coverage and related protections are repeatedly highlighted as reliable pillars of the package.
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Parental & Family Support — Parental leave options, including extended paid leave in some locations, are offered and seen as valuable for family needs. Feedback suggests these policies complement core medical coverage for a more complete family safety net.
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Wellbeing & Lifestyle Benefits — Wellbeing resources such as an Employee Assistance Program, wellness initiatives, on-site gyms, and engagement activities provide lifestyle support. These offerings are reinforced by flexible work options and shift-related extras where applicable.
Hexaware Technologies Insights
What We Do
At Hexaware, we're not just a global technology and business process services company; we're a community of 27,000 Hexawarians dedicated to one singular purpose: creating smiles through the power of great people and technology. With a presence in 40+ offices across 19 countries, we empower enterprises worldwide to embark on their digital transformation journey with unparalleled scale and speed. As an employer, we're more than just a workplace. We put our people first, foster diversity and inclusivity, and prioritize their growth through robust learning and development programs. Our culture is a canvas for innovation as we work toward our shared vision of becoming the world’s most loved digital transformation partner. Exciting, isn’t it? Visit www.hexaware.com to join us in embracing the magic of technology, as we passionately advocate for its potential to transform lives today and shape a brighter future. Together, we'll make the digital world a better place.
