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Application Support L1

4 months ago

Navi Mumbai, India ACL Digital Full time

Kindly find the JD below and confirm the same.

**Designation: L1 Application Support**

Work mode: Work from Office. Project requirement is 6 days working, 24/7 support & rotational shift.

Academic: Minimum graduation [15 yrs of education is must, (10+12+graduation/ 10+diploma+graduation)]

Other: Must have personal laptop-Compulsory.

**Salary**: 2.5LPA.

**Roles & Responsibility**:

- Engineer will attempt to resolve the reported incident by providing instructions/guidance to the user. If required Engineer will be doing outbound calls to users for understanding of issue
- Transfer reported issue with immediate to respective bucket based on the type of issue reported for tracking and future reference if not in scope.
- If in scope issue is not resolved, Engineer will assign the ticket to L2 Application support engineer
- Engineer will coordinate & follow up with L2 teams for escalations
- Engineer will follow-up with users and backend technical teams to get resolve issues on time
- SM ticket queue monitoring and pending tickets and timely take required action
- Upon resolution of the issue, ticket will be resolved with user confirmation
- To supports audit of the tickets to improve quality of the tickets and control on defined KPI’s
- Support for Continuous Service improvement Initiatives.

**Salary**: Up to ₹250,000.00 per year

Shift:

- Rotational shift

Ability to commute/relocate:

- Navi Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work (preferred)