Application Support Engineer (Job Code : J39665)  

 Job Summary
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1.00 - 4.00  Years 
Application Support Engineer
BA, BBA/BMS, BCA, BCom, BCS, BE-Comp/IT, BEd, BE-Other
Educational Level:
Stream of Study:
Computer Science/IT
Industrial Type:
IT-Software/Software Services
Functional Area:
IT Software - Application Programming / Maintenance
Key Skills:
Remedy, JIRA, CRM
Job Post Date:
2018-06-29 11:01:23  

 Company Description
Our client is a leading global BPO organisation. They specialise in Corporate Information Solutions that re-engineer end-to-end business processes. Blending the right balance of people, process, delivery and technology, they will help you to engage more effectively with internal and external audiences to drive your brand differentiation and establish your competitive edge.
you-ll soon realise the potential of your information. Whether for internal or external audiences, they will transform the way it is created, produced, managed and delivered, turning it into a valuable business asset through their customised solutions.

 Job Description
Support Engineer :
Roles and Responsibilities
• Provide initial support for customer issues reported from production environment of various applications
• Gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying issue
• Prioritize the tickets based on severity
• Supervise all alerts related to application and system procedures and provide services proactively
• Identify and document a Problem based on the recurring nature of incidents
• Channel the requests which requires bug fix or more in-depth technical analysis to next level of technical support teams
• Monitor progress of requests and ensure users and other interested parties are kept informed
• Provide on-call support during out-of-office hours for P1 tickets
• Follow the SLA defined with NIL deviation
• Work closely with the technical team members to resolve the production issues
• Must show poise and maturity under pressure, have excellent communication skills (written and verbal), and be self-driven.

Technical Skills
Must Have:
• Excellent written and verbal communication skills.
• Minimum 1-5 Years of relevant experience in Application Support projects
• Experience in SLA based service management
• Experience in any one of the Service Management tools such as Remedy, JIRA, CRM etc
Good to Have:
• Certification in ITIL
• Basics of SQL
• Advanced Excel functions