Application Support Engineer

1 day ago

Pune, Maharashtra, India Mobile Programming Full time
Job Description

Key Responsibilities:

- Serve as the first point of contact (Level 1) for application-related queries and technical support issues via email, chat, ticketing systems, or phone.
- Monitor application health, performance, and scheduled jobs to proactively detect issues.
- Troubleshoot user-reported problems and document solutions and workarounds.
- Escalate complex incidents or bugs to L2/L3 support or development teams, ensuring proper documentation.
- Maintain detailed logs of incidents, resolutions, and follow-ups using a ticketing system (e.g., ServiceNow, JIRA, Zendesk).
- Perform routine maintenance tasks, data validation checks, and access/user account management.
- Collaborate with internal teams such as DevOps, QA, and developers to ensure quick resolution.
- Assist in software rollouts, testing, and configuration for end users.
- Create and maintain knowledge base articles and user guides for recurring issues.

Mandatory Skills:

- Basic understanding of application architecture and IT support processes.
- Experience with Windows/Linux environments and familiarity with databases (SQL basics).
- Strong problem-solving skills with attention to detail.
- Excellent verbal and written communication skills.
- Familiarity with ticketing systems and remote support tools.

Preferred Skills (Nice to Have):

- Knowledge of SQL for running queries and data analysis.
- Exposure to monitoring tools (e.g., Nagios, Grafana, Splunk).
- Basic scripting knowledge (e.g., PowerShell, Bash, or Python).
- Experience supporting SaaS or web-based applications.
- ITIL Foundation certification or knowledge of ITIL practices.

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