Support Engineer (Trainee)
Posted On:
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Full Time
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Location:
Infopark, Koratty, Thrissur
As a Support Engineer, you will be an integral part of our Client Support Department, responsible for implementing our software solutions, troubleshooting technical issues, and ensuring smooth system operations at client sites. You will work closely with our product, technical, and client teams to ensure customer satisfaction and system stability.
Key Responsibilities
- Software Implementation & Installation
- Install, configure, and upgrade HMS software in test and production environments.
- Assist in pilot testing and go-live support for hospital systems.
Technical Troubleshooting & Support
- Analyze and resolve technical issues at the application, database, integration, network, and user interface levels.
- Provide L1/L2 support to clients onsite/offsite, through phone, email, remote access, or direct visits.
- Log, track, and escalate tickets as required through the internal support system.
Client Interaction & Assistance
- Respond promptly to client queries, ensuring professional communication and timely resolutions.
- Conduct training and knowledge transfer to end users and client IT teams.
- Maintain client satisfaction and report feedback to the internal team for improvements.
Documentation & Reporting
- Maintain accurate records of all service requests, actions taken, and outcomes.
- Prepare incident reports, client support summaries, and documentation for common issues/resolutions.
- Cross-Functional Collaboration
- Work in collaboration with development, QA, and implementation teams to replicate and resolve client issues.
- Participate in product upgrades and patch deployment planning and testing.
Other Responsibilities
- Periodically audit system performance and recommend optimizations.
- Perform any other related tasks assigned by the Support Manager or leadership team.
Key Skills & Competencies
- Good understanding of relational databases (SQL Server/MySQL/Oracle)
- Strong troubleshooting and analytical skills
- Knowledge of hospital workflows or healthcare IT is a plus
- Proficiency in Windows/Linux operating systems
- Basic networking knowledge (IP, DNS, Firewalls, VPNs)
- Familiarity with application/web server environments
- Excellent communication and interpersonal skills
- Customer-focused with a proactive and problem-solving mindset
Educational Qualifications
- B.Tech/B.E./BSc. in Computer Science, Information Technology, Electronics or related field
Educational Qualifications
- Microsoft Certified: Azure Fundamentals / Database Fundamentals
- ITIL Foundation
- Basic Networking or A+ / N+ Certification
Why Join Grapes Innovative Solutions?
- Be part of a market leader in healthcare technology
- Work in a collaborative, fast-growing, and innovation-driven environment
- Opportunity to make real-world impact in improving healthcare delivery
- Continuous learning and career development support
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