Application Support Engineer

Job Title: Application Support Engineer

In the Compressor Technique Service (CTS) division a program named Stellar has the aim to implement a new CRM system to support the business processes of the Service to Close process of the customer centers globally. The main strategic goal is to modernize and simplify the global IT landscape and have a 360° view on our customers and assets to improve our customer satisfaction. The CTS Operations department has selected Microsoft Dynamics as a solution and the product which has been developed is called Wings.

Job description

As an Application Support Engineer, you will be responsible for resolving technical issues, supporting end-users, monitoring system performance, and ensuring smooth day-to-day operations of critical business applications like Wings. You will be part of our Application Support and Maintenance Team and work closely with the project team of Stellar of CTS Operations.

Your key responsibilities

Application Support

• Provide Level 1 and Level 2 support per SLA guidelines for business applications, ensuring timely resolution of incidents and service requests.
• Troubleshoot application errors, data issues, and user-reported problems in D365.
• Collaborate with internal teams and vendors to escalate and resolve complex issues.
• Work with project team to validate and test fixes before production deployments in rollouts.
• Facilitate UAT sessions, perform basic debugging or assist in error log analysis.

Monitoring & Maintenance

• Analyse business process related issues, monitor application performance, logs, and alerts using standard tools to reproduce and troubleshoot issues.
• Perform routine maintenance tasks, including data updates, job monitoring, and health checks.
• Support application deployments, patches, and configuration changes.
• Manage user access requests, ensuring proper role-based security.

Documentation & Knowledge Management

• Create and maintain documentation, FAQs, troubleshooting guides, and knowledge base articles.
• Log all incidents and actions taken in the ticketing system (e.g., ServiceNow, Jira).
• Log lessons learned from incidents to improve workload.

Collaboration & Communication

• Work closely with the Application Support Team Lead, project team and business users to ensure smooth application operations. Identify areas for automation or simplification in support process.
• Participate in incident reviews, root cause analysis, and continuous improvement efforts.
• Communicate effectively with users to understand issues and suggest enhancements to resolve functional gaps.
• Offer training or quick walkthroughs for recurring user challenges.

Required Qualifications

• Academic background in Computer Science, Information Technology, or a related field.
• 2+ years of experience in application support or IT helpdesk roles.
• Basic understanding of relational databases (SQL), web technologies, and application logs.
• Strong troubleshooting and analytical skills.
• Good verbal and written communication skills in English. Additional language is a plus.

Preferred Skills

• Experience supporting CRM, ERP or custom business applications.
• Familiarity with ticketing systems like ServiceNow or Jira.
• Exposure to cloud platforms (AWS, Azure) and or reporting tools (PowerBI) is a plus.

Personality requirements

• Dynamic and motivated
• Strong Team player
• Customer- and result-oriented
• Good communication and analyzing skills

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We at Atlas Copco believe that there is always a better way.  This spirit drives us to provide leading edge technology, innovative and sustainable products, as well as best-in-class service to our customers around the globe.

That's where you come in – we believe our people make it happen. We provide a collaborative, inclusive and flexible work environment along with competitive compensation and comprehensive benefits programs.

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Hybrid
This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at Atlas Copco, Pune Location.

 Talent Acquisition Team: Shreya Pore

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