Application Support Specialist

1 month ago

Mumbai Metropolitan Region, 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 SLAs
  • Handles email queries and responds in a timely-manner
  • Achieves understanding of ARCON products and gains expertise
  • Applies knowledge and experience along with analytical approach to diagnose and resolve issues in unique and complex customer environments
  • Demonstrated ability to handle escalations and complex incidents with a calm and solution-focused approach.
  • Attempts to provide resolutions on the first interaction with customers
  • Handles multiple cases at the same time with varying degrees of severity
  • Effectively communicates procedural and technical issues to internal and external customers/stakeholders
  • Excellent 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 customers
  • Assesses the need to engage or escalate to the required resources to handle complex issues/situations
  • Engages with internal teams to prioritize customer requests
  • Proven 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 needed
  • Participates in the new product releases to ensure information and training requirements are met to start supporting the new release
  • Engages in ongoing trainings and function/organization development, along with self-learning Creates documentation and support knowledge base to reduce troubleshooting time and drive faster resolution
  • Works towards becoming an SME on a product area and go to guy for an underlying related technology
  • Works in a team with assorted expertise
  • Mentors and assist new technical support engineer and peers to develop skills
  • Comfortable working in shifts
  • Multitasks and works well in a fast-paced environment
  • A 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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