Application Support Engineer

Citiustech; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

CitiusTech Inc in Pune is seeking a Senior Software Engineer Technical Support to join an Agile team, designing and building healthcare applications while applying best coding standards.

You will analyze root causes, provide L1-L2 support, manage incidents, ensure SLAs, and share knowledge, with strong ITIL and cloud basics.

Qualifications

• Experience in application support and maintenance.
• Knowledge of L1-L2 support processes; healthcare domain preferred.
• Windows L1 level support experience.
• Ability to troubleshoot applications and independently follow SOPs.
• ITIL knowledge is required.
• Familiar with ITSM ticketing tools.
• Excellent communication, problem solving and decision-making skills.
• Knowledge of cloud networking and security configurations.
• Able to quickly learn and adapt to set processes.

Responsibilities

• Analyze and diagnose root causes; resolve complex software issues.
• Respond to client problems via phone/portal; log incidents in ticketing system.
• Escalate incidents to senior team when beyond scope.
• Ensure SLAs are met per support specifications.
• Share knowledge and publish knowledge articles.

Skills

Application support and maintenance

L1-L2 support processes

Windows L1 support

Troubleshooting and SOP adherence

ITIL knowledge

ITSM ticketing tools

Communication and problem solving

Cloud basics (networking & security)

Quick learning & process adherence

Job description

As a Senior Software Engineer Technical Support, you will be a part of an Agile team to design and build healthcare applications and implement new features while adhering to the best coding development standards.

Responsibilities: -

• Analyze, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologies.
• Respond to client problems (phone/portal) voice support (Inbound/Outbound), log and document incidents within a ticketing system (Auto generated tickets).
• Refer incidents to senior team when an incident is beyond their scope.
• Ensure SLAs are met and delivered according to support specification.
• Participate in sharing knowledge and publishing Knowledge articles..

Skills: -

Mandatory Technical Skills: -

• Experienced in application support and maintenance
• Well versed with L1-L2 support process (Preferably Healthcare Domain)
• Windows L1 level Support Experience
• Basic understanding of application troubleshooting and ability to independently manage set SOPs
• Must have ITIL knowledge
• Familiar with working on ITSM Ticketing tools
• Excellent communication, problem solving, and decision-making skills
• Knowledge of Cloud (networking and security configurations)
• Should be able to quickly learn and adapt to set processes and ensure they are followed in a timely manner.