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L1 Application Support Engineer - Troubleshooting

L1 Application Support Engineer - Troubleshooting

Alchemy JobPune
7 days ago
Job description

Job Description :

Function : IT Operations and Support ? Technical / Production Support / Linux SQL Technical Support

Responsibilities :

L1 - Application Support ( 3-5 yrs ) "Responsible for the day-to-day maintenance of application systems in operation, including tasks related to identifying and troubleshooting application issues, resolution, and escalation.

  • Analyse, diagnose root causes, known errors, and resolve challenging issues relating to software applications, Windows OS, SQL Server databases, and other related technologies.
  • Respond to client problems (phone / portal) - voice support (Inbound / Outbound), log and document incidents within a ticketing system (Auto-generated tickets).
  • Refer incidents to the senior team when an incident is beyond their scope.
  • Ensure SLAs are met and delivered according to the Support specification.
  • Participate in sharing knowledge and publishing Knowledge articles.

Requirements :

  • Prior knowledge of Prod support is desirable.
  • Very good Analytical thinking and problem-solving skills.
  • Quick learner and follows the process diligently.
  • Attitude of ownership and proactively takes responsibility.
  • Good command of Unix, Linux, and SQL / PLSQL.
  • Excellent communication and conversation skills (Verbal and Written).
  • Willing to work in shifts - Initially, it will be US working hours across the US time zones & then 24 / 7
  • Familiar with working on ITSM Ticketing tools Application Support & Maintenance ITIL knowledge.
  • Problem Solving / Decision Making.
  • Working knowledge of CRM tools like Salesforce Cloud, Service Now, and Remedy will be an extra advantage.
  • ref : hirist.tech)

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    Application Support Engineer • Pune

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