ARCON | Application Support Specialist | india
2 months ago
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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