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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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