Application Support Specialist

2 weeks ago

Bengaluru, Karnataka, India Aon Full time

About the Role:

We are seeking an experienced Application Support Engineer to join our Strategy and Technology Group at Aon. As an Application Support Engineer, you will be responsible for troubleshooting software applications, ensuring timely resolution of help desk tickets, and acting as a subject matter expert for a specific software stack.

Key Responsibilities:

  • Triage issues coming into the team based on severity, client, and application area.
  • Review and validate issues, ensuring they can be reproduced.
  • Answer queries based on product knowledge.
  • Build and maintain a knowledge base enabling you and others to solve L2 type issues.
  • Continuously learn about the product, building your ability to answer more and more complex issues, and remaining up-to-date on new functionality.
  • Work with L1 and the development team on a process that ensures efficient managing of tickets.
  • Provide monitoring support to show ticket throughput, resolution time, and other key metrics.
  • Work according to the required shift patterns.
  • Provide hand-over notes to other team members as required.
  • Support Major Incidents through both providing MI management and resolution activities.
  • Identify trends and focus areas for product improvements for roadmap review.
  • Build and deliver internal and external training materials.
  • Deliver server requests.

Requirements:

  • Degree or equivalent qualification in a computer/business related discipline.
  • Working in a software support function to at least a senior level.
  • Ability to learn quickly and apply that knowledge.
  • Supporting hosted applications preferably in Azure.
  • Knowledge of IT Service Management tools and processes e.g. ITIL.
  • Strong knowledge of using and configuring issue management and CMS systems.
  • A strong analytical mindset.
  • Proven ability to work successfully with colleagues and clients in high pressure situations.
  • Clear communicator.
  • Positive attitude and customer focus with excellent time management skills.
  • Willingness to share knowledge and build a supportive culture.

About Aon:

Aon is a global organization with a market-leading business, backed by the resources to succeed. We are committed to helping our colleagues and clients succeed, and we offer a comprehensive benefits package, a diverse workforce, and an agile, inclusive environment that allows you to manage your wellbeing and work/life balance.

How to Apply:

If you are a motivated and experienced Application Support Engineer looking for a new challenge, please submit your application. We look forward to hearing from you.

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