Application Tech Support Practitioner

Job Description : "11 BDC7B Summary :

As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your exceptional communication skills to ensure our world-class systems operate smoothly. You will be dedicated to maintaining quality and will leverage your deep product knowledge to accurately define client issues and design effective resolutions, ensuring a seamless experience for all users.

Roles & Responsibilities :

Deliver Level 1 (L1) Technical Support through the IT Service Desk, ensuring timely resolution of user issues.

Troubleshoot and resolve technical problems efficiently, providing clear guidance to end users.

Accurately log and document all client interactions, issues, and resolutions within the ITSM tool to maintain comprehensive records.

Collaborate proactively with team members to enhance service delivery and elevate the overall client experience.

Take ownership of assigned tasks and work independently, progressing towards becoming a Subject Matter Expert (SME).

Actively participate in team discussions, sharing insights and contributing to continuous improvement initiatives.

Contribute to identifying and implementing effective solutions for work-related challenges.

Assist in developing and refining support processes to streamline operations and improve service quality.

Provide training, mentorship, and guidance to junior team members, fostering a positive and collaborative team environment.

Professional & Technical Skills :

Proficiency in Service Desk Management.

Solid understanding of incident management processes.

Experience with ITSM tools such as ServiceNow, BMC remedy, and other ticketing systems.

Hands-on knowledge of Microsoft 365 (O365), MS Office Suite, Active Directory, and general hardware / software troubleshooting.

Understanding of Service Level Agreements (SLAs) and ticket lifecycle.

Experience supporting remote users and using remote troubleshooting tools.

Excellent verbal communication skills with a neutral accent.

Strong written communication skills, including proper email etiquette.

Effective problem-solving and analytical skills.

Strong customer service orientation.

Ability to stay calm and composed under pressure, especially while handling irate customers and managing high call volumes.

Support Type & Working Hours :

Primary Mode of Support : Voice-based support, with additional assistance via email, chat, and remote desktop tools.

Shift Requirements : 24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.

Work Location & Timing : Work from office, specifically during US / night shifts, including weekends and Indian public holidays as needed.

Work Schedule : Five-day work week, with weekly offs determined by the shift roster.

Additional Information :

Experience : 3-4 years in IT Service Desk or Technical Support.

Location : Position is based at our Bengaluru office.

Educational Qualification : Minimum 15 years of full-time education is mandatory."

Additional Sills :