AMS (Application & User Management Support L1& L2

Acesoft Labs; Bengaluru; Hybrid; INR 300,000 - 600,000; Full time

Job summary

Acesoft Labs in Bengaluru, Karnataka is seeking a diligent IT Support Technician to manage user requests and tickets end-to-end. You will monitor Level 1 tickets, escalate where needed, and handle Level 2 issues as appropriate, ensuring timely resolution and quality service.

You will coordinate with cross functional teams during deployments, upgrades, or changes, track all tickets, and generate reports for auditing and compliance. Strong communication and organizational skills are essential.

Responsibilities

• Manage user requests and tickets efficiently.
• Monitor Level 1 tickets and route them appropriately.
• Handle Level 2 tickets depending on the reported issue.
• Address incidents, problems, changes, and service requests as required.
• Coordinate with other teams, vendors, or stakeholders during deployments, upgrades, or implementations.
• Track and monitor all tickets.
• Provide timely reports for auditing and compliance purposes.

Skills

Ticket management

Customer service

Communication

Escalation handling

Reporting

Job description

Key Responsibilities:

• Manage user requests and tickets efficiently.
• Monitor Level 1 tickets and route them appropriately.
• Handle Level 2 tickets depending on the reported issue.
• Address incidents, problems, changes, and service requests as required.
• Coordinate with other teams, vendors, or stakeholders during deployments, upgrades, or implementations.
• Track and monitor all tickets.
• Provide timely reports for auditing and compliance purposes.