Application Support Engineer

Job Description

The ideal candidate will be a seasoned software engineer who is efficient, accurate and has a friendly approach to deliver support services to our Software clients.

Salary –Salary should not be a constrain for a good resource

Industry - Office Equipment / Automation / IT Software & Software Services / Electronic / Security and Surveillance

Functional Area – Customer Success

Role – Executive – Software Support

Employment Type - Permanent Job, Full Time

Work location – Ahmedabad [Prahaladnagar]

Client Visit – Occasionally

Shift – Regular Day Shift

Job Role

- Handling Level 2 technical issue, manage escalated tickets, with complex troubleshooting and advance technical support.

- tWorking closely with L1 level support team and development team to identify and troubleshoot reported issue.

- Analyze and debug issue that has been reported by customer

- Identification and escalation of issues to appropriate team for urgent attention.

- Responsible for database support, troubleshooting the problems by writing SQL queries, deploy new patches on UAT and production server at IIS server

- Ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.

- Aid with the development and improvement of the product by gathering feedback to identify recurring issues and addressing these with the product manager.

- Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.

- Escalate unresolved queries to respective departments for accurate redressal.

Requirements

Required Skills

- Education Qualification: Any computers degree: BCA / BSc (Information Technology) / BSc (Computer Science) / BE or BTech Computer Science / BE or BTech IT etc / MCA.

- 4+ Years experience in Software - Customer Success / Support Domain.

- Strong analytical and problem solving skills within SLA

- Experience of working with various databases like SQL, Oracle & MS Access or with software implementation & ticketing tool will be an added advantage.

- Experience of MS Desktop and Servers/Services along with knowledge of IIS and their troubleshooting.

- Hands on different CLI and remote access tools.

- Good knowledge on SQL / Oracle Database - writing SQL query to troubleshoot errors

- Documentation on KB and basic training material

- Basic knowledge on Incident Management, Problem Management as well as Change Request

- Be a team member, work under pressure and can manage team upto 5 members