Application Support Specialist

2 days ago

Bengaluru, Karnataka, India Aon Full time

Job Summary

Aon is seeking an experienced Application Support Specialist to join our team. The successful candidate will be responsible for providing technical support to our software applications, ensuring timely resolution of help desk tickets, and maintaining a knowledge base to enable efficient issue resolution.

Key Responsibilities

  • Triage issues coming into the team based on severity, client, and application area
  • Review and validate issues to ensure they can be reproduced
  • Answer queries based on product knowledge
  • Build and maintain a knowledge base to enable efficient issue resolution
  • Continuously learn about the product to improve issue resolution capabilities
  • Work with L1 and the development team to ensure efficient ticket management
  • Provide monitoring support to track ticket throughput, resolution time, and other key metrics
  • Work according to required shift patterns and provide hand-over notes to other team members as needed
  • Support Major Incidents through MI management and resolution activities
  • Identify trends and focus areas for product improvements for roadmap review

Requirements

  • Degree or equivalent qualification in a computer/business related discipline
  • Working experience in a software support function to at least a senior level
  • Ability to learn quickly and apply 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
  • Strong analytical mindset and ability to work successfully with colleagues and clients in high-pressure situations
  • Clear communication skills and positive attitude with excellent time management skills

About Aon

Aon is a global organization committed to delivering innovative consulting and technology solutions to its clients. Join us and be part of a collaborative team of experts who are passionate about helping our clients succeed.

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