Sr. Technical Support Officer

Job Description

Job Title: Senior Technical Support Officer

Working Time: 7:15 PM to 4:15 AM (Night Shift, Onsite)

Working Days: Monday – Friday (5 Days a week)

Location: Kuleshwor, Kathmandu

Salary : NPR 60000 plus performance based commission

About Us

At ITsutra, we specialize in IT consulting for Power Platform and QA Automation opportunities, connecting IT talents with career growth and helping businesses implement transformative solutions. Our expertise spans across industries, and we are committed to delivering high-quality, technology-driven results for our clients primarily in the US market

Role Overview

We are looking for a Senior Technical Support Officer with strong expertise in coding, automation, and AI tool usage, along with experience supporting US-based clients. The ideal candidate will troubleshoot, configure, and operate advanced software systems, including in-house AI tools, while providing technical guidance to support client-specific workflows. This is a hands-on technical role requiring strong coding abilities, adaptability across multiple technologies, and the capacity to work efficiently in US business hours to meet client needs.

Key Responsibilities

• Operate, configure, and troubleshoot software systems for client projects in QA, Java, and Power Platform domains.
• Leverage AI tools (both in-house and third-party) for automation, coding assistance, data analysis, and problem resolution.
• Write, debug, and optimize Java and other programming languages code as required.
• Assist in the execution of test scripts, automation workflows, and quality checks.
• Coordinate with cross-functional teams to address technical challenges in real-time during US working hours.
• Maintain logs, documentation, and reports of technical support activities.
• Proactively suggest technical improvements and AI-based enhancements to existing workflows.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• Strong coding skills in Java (experience in QA automation is a plus).
• Knowledge of Microsoft Power Platform (Power Apps, Power Automate, Power BI).
• Hands-on experience with AI tools (e.g., ChatGPT, GitHub Copilot, custom LLMs, prompt engineering).
• Familiarity with QA methodologies, automation frameworks, and testing tools.
• Prior experience working with US-based clients or in US market projects.
• Strong understanding of US work culture, communication styles, and time zone requirements.
• Excellent problem-solving and analytical skills.
• Ability to quickly adapt to new tools, technologies, and project requirements.
• Strong verbal and written communication skills in English.

Preferred Skills

• Experience with API integrations and scripting (Python, JavaScript, etc.).
• Understanding of cloud environments (Azure, AWS, GCP).
• Exposure to RPA (Robotic Process Automation) platforms.
• Prior work in a real-time technical support or operations-heavy environment.

What We Offer

• Opportunity to work with cutting-edge AI and automation technologies, driving innovation at the forefront of the industry.
• A collaborative and inclusive global work environment that values creativity, teamwork, and problem-solving.
• Continuous learning and professional growth opportunities through challenging projects and skill development.
• Exposure to the US market and international projects, broadening your experience and understanding of global business practices.
• Competitive and standard industry-aligned compensation and benefits to recognize your contributions.