Application Support Engineer

2 days ago

tamil nadu, India Hectae Analytics and Software Solutions Full time

About the RoleWe’re looking for an experienced L3 IT Service Desk Engineer to provide advancedtechnical support and act as a subject matter expert within Haass’s IT Service Deskoperations.In this role, you’ll handle complex incidents, perform root cause analysis, supportintegrations, and drive process improvements to ensure service quality and reliability.You’ll also work closely with the L1 and L2 teams to provide guidance, technical escalationsupport, and ensure adherence to ITSM best practices.This position is ideal for someone with deep technical expertise, excellent troubleshootingskills, and a strong understanding of enterprise IT ecosystems, SaaS platforms, andautomation workflows.Key Responsibilities• Advanced Technical Support: Handle complex and high-priority incidentsescalated from L1/L2 engineers, ensuring quick diagnosis and resolution.• Root Cause Analysis: Conduct in-depth analysis of recurring issues and documentpreventive measures and solutions.• Incident & Problem Management: Own the resolution of critical issues, participatein post-incident reviews, and drive continuous improvement.• Automation & Scripting: Develop scripts or workflows to automate repetitive tasksand improve operational efficiency.• API Integrations: Configure, test, and maintain integrations between ITSM tools(e.g., Freshservice, ServiceNow) and third-party systems using REST APIs.• System Administration: Manage user access, permissions, configurations, andpolicies across SaaS and infrastructure platforms.• Knowledge Management: Create and maintain documentation, SOPs, andknowledge base articles for internal use.• Collaboration: Work with developers, IT operations, and business teams totroubleshoot cross-platform issues.• Monitoring & Reporting: Utilize monitoring tools and dashboards to proactivelyidentify and resolve potential service disruptions.• Mentorship: Support and mentor L1 and L2 engineers in technical troubleshootingand best practices.Required Qualifications & Skills• 5+ years of experience in IT Service Desk, Technical Support, or InfrastructureManagement.• Strong troubleshooting skills in Windows, macOS, and Linux environments.• Experience with ITSM tools (Freshservice, Freshdesk, ServiceNow, or equivalent).• Proficiency in API integrations, scripting languages (PowerShell, Python, or Bash),and automation workflows.• Familiarity with identity and access management (IAM), MDM/UEM tools, andnetwork fundamentals.• Working knowledge of cloud and SaaS platforms (Microsoft 365, GoogleWorkspace, JumpCloud, Azure AD, etc.).• Understanding of ITIL processes including Incident, Problem, and ChangeManagement.• Strong documentation, analytical, and communication skills.• ITIL V4 Foundation certification preferred.• Experience in Freshworks platform custom app or integration development is aplus.

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