Application Support Specialist

16 hours ago

Delhi, India ARCON Full time
We are seeking a detail-oriented and technically proficient

Application Support Specialist

to join our team. The ideal candidate will have a strong background in user access management, system configuration, and troubleshooting, with a focus on PAM, IAM and allied identity technologies.

Key Responsibilities:Act as point-of-contact by providing technical support to Enterprise customers and partners of ARCON.Handles real-time voice-calls and chats with technical queries and adheres to the SLAsHandles email queries and responds in a timely-mannerAchieves understanding of ARCON products and gains expertiseApplies knowledge and experience along with analytical approach to diagnose and resolve issues in unique and complex customer environmentsDemonstrated ability to handle escalations and complex incidents with a calm and solution-focused approach.Attempts to provide resolutions on the first interaction with customersHandles multiple cases at the same time with varying degrees of severityEffectively communicates procedural and technical issues to internal and external customers/stakeholdersExcellent written and verbal communication skills for troubleshooting, documentation, and collaboration with cross-functional teams.Manages schedule of cases, determines including priority level and negotiating and setting expectations with the customersAssesses the need to engage or escalate to the required resources to handle complex issues/situationsEngages with internal teams to prioritize customer requestsProven experience with LDAP and Active Directory configuration, management, and troubleshooting.Strong understanding of network devices and network architecture.Solid understanding of user authentication and authorization mechanisms (e.g., Kerberos, SSO, MFA).Researches on array of topics like operating system (Windows / Linux / Unix, etc) & its fundamentals, Infrastructure technologies, and ARCON products as and when neededParticipates in the new product releases to ensure information and training requirements are met to start supporting the new releaseEngages in ongoing trainings and function/organization development, along with self-learning Creates documentation and support knowledge base to reduce troubleshooting time and drive faster resolutionWorks towards becoming an SME on a product area and go to guy for an underlying related technologyWorks in a team with assorted expertiseMentors and assist new technical support engineer and peers to develop skillsComfortable working in shiftsMultitasks and works well in a fast-paced environmentA keen interest in security best practices, particularly within the context of Identity and Access Management (IAM).

AREAS OF WORK:Support -- Helping people use applications by answering their questions and giving information that facilitates correct operation of ARCON products over the phone, chat and / or email.Troubleshooting -- Diagnosing malfunctions in the operation of software.Repair -- Correcting application software malfunctions.

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