• Respond to and resolve technical issues reported by users via phone, email, or in-person. • Diagnose and troubleshoot hardware, software, and network-related issues. • Provide technical support for desktop, laptop, printers, and mobile devices. • Assist with software installations, updates, and configurations. • Log, track, and close tickets in the service desk system, ensuring all details are accurately documented. • Escalate unresolved issues to the appropriate teams as per service-level agreements (SLAs). • Follow up with users to ensure issues are resolved to their satisfaction. • Provide hands-on support for technical problems that cannot be resolved remotely. • Set up and configure hardware and software for new employees. • Maintain and troubleshoot AV (Audio -visual) systems for meetings and conferences. • Educate end-users on best practices, system functionality, and self-help tools. • Create and update documentation, including FAQs and user guides. • Perform routine hardware maintenance and upgrades.

• Handle Level 3 incident tickets end-to-end, ensuring timely resolution in line with SLAs. • Work with Problem Managers to identify root causes, support trend analysis, and drive permanent fixes. • Manage urgent and high-priority customer engagements, driving timely solutions. • Work closely with R&D on troubleshooting, reproducing issues, and analysing logs. • Create and maintain product knowledge-base articles and internal tools to support both customers and Neat teams.

Role Description - Install, configure, and maintain PostgreSQL databases - Monitor database performance and optimize queries - Perform backup and recovery operations - Manage database upgrades, patching, and migrations - Ensure high availability and data security - Troubleshoot database issues and support production systems - Work closely with application and development teams Company Description At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. - At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus. - Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. - Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself. - We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. - We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. - All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.

• Handle escalated L2 support tickets — investigate, reproduce, and resolve complex platform issues including logic failures, integration errors, and prompt/workflow malfunctions • Perform root cause analysis and document findings in defect reports and troubleshooting guides • Maintain and update runbooks and knowledge base articles based on recurring issues and resolutions • Distinguish between bugs and feature requests; escalate to L3/L4 engineering with clear defect descriptions when required • Support UAT test case execution and validation during platform releases and template updates • Assist end-customers with platform configuration, workflow navigation, and usage • Collaborate with BA and QA contributors to document issue patterns and improve support workflows • Participate in ticket triage, prioritization, and SLA tracking