Technical Support Analyst

Job Description Exp : 3-5 years Job Description Level 2 support - Incidents / Requests / Change / Problem management Managing of the patches and software update process for the below products for End User systems across enterprise (Including but not limited to) o Visual Studio .Net (Multiple Versions) o .Net Framework (Multiple Versions) o Oracle Java Run Time Environment (Multiple Versions) o AJAX tool kit o Silverlight Tools Runtime o NuGet o TFS o Expression Studio o Enterprise Library Research and communicate version-to-version product changes when requested and review product changes by vendor to determine upgrade needs of existing products. Determine requirements for Software Installation Communicate product information (release changes) as appropriate and be a primary contact for end-users and other technical areas for information on the configuration of products supported. Implement monthly security patches for any or all of the above supported products. Implement Java security patches as needed. Prepare Issuance package for SW installation and Configuration as appropriate for target platform. Create and Update Test Cases and Test the issuance package / Software Update on appropriate platform and help coordinate user acceptance testing. Verify Installation/Upgrade on target platform. Troubleshoot issues in end user computers relating to the software updates for the relevant products in scope. Create and maintain Knowledge Items for commonly recurring issues. Proactively track and propose KIs which can be used by Level 1 support team to resolve incidents. Other activities Work prioritization. SLA tracking and adherence. Client coordination, hosting and attending client meetings. Client end user interaction for issue resolution. Identify implement process improvement value addition. Notice Period: 15 Days