Application Tech Support Practitioner

6 days ago

Pune, India Artech Infosystems Private Limited Full time

Job Description

Hi Everyone,

The drive is scheduled for 30th September 2025. Those who are interested, please show your interest and apply using the link below.

Job Summary:

As an Application Tech Support Practitioner, you will be the first point of contact for clients experiencing technical issues. Your primary responsibility is to deliver technical support through various channels such as voice, email, chat, and remote tools. You'll troubleshoot and resolve basic technical problems, ensure proper documentation in the ITSM system, and contribute to overall service improvement and client satisfaction.

Roles & Responsibilities:

- Provide technical support through the IT Service Desk (primarily voice-based).
- Troubleshoot and resolve hardware, software, and application-related issues.
- Log, track, and manage tickets using ITSM tools (e.g., ServiceNow, BMC Remedy).
- Escalate unresolved issues to higher support levels when necessary.
- Maintain accurate records of client interactions, issues, and resolutions.
- Collaborate with peers to improve service delivery and user experience.
- Ensure compliance with defined Service Level Agreements (SLAs).
- Support remote users using remote access tools.
- Follow proper communication etiquette, both verbal and written.

Required Technical & Professional Skills:

- ITSM Tools: Familiarity with ServiceNow, BMC Remedy, or similar ticketing tools.
- Software & Tools: Hands-on with Microsoft 365 (O365), MS Office Suite, Active Directory.
- Troubleshooting: Basic hardware and software troubleshooting.
- Communication:
- Strong verbal communication skills (neutral accent preferred).
- Excellent written communication and email etiquette.
- Customer Service: Strong focus on customer satisfaction and professionalism.
- Analytical Skills: Ability to diagnose and resolve issues quickly and effectively.
- Teamwork: Ability to collaborate with peers in a high-pressure environment.
- Composure: Ability to handle irate customers and manage high call volumes calmly.

NOTE :- Additional compensation will be provided for working on holidays.

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