Application Support Specialist

1 month ago

mumbai, 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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