APPLICATION SUPPORT ENGINEER (L1)

Keka Inc.; Gurugram District; On-site; INR 300,000 - 540,000; Full time

Job summary

Keka Inc. is seeking a GIS technical support professional to provide end-user support for GIS-enabled applications. The role requires handling customer issues directly, ensuring SLA compliance, and collaborating with L2/L3 teams for escalation.

The candidate should have 2-4 years of experience, strong communication skills, and GIS tool knowledge (MapInfo/QGIS). ITIL certification is preferred and telecom knowledge is a plus.

Qualifications

• 2-4 years of experience in technical support or a similar role.
• Excellent written and verbal communication skills.
• Technical knowledge of GIS applications (e.g., MapInfo, QGIS) is required.
• Knowledge of application integration to receive data/information.
• Understanding data flow in the system.
• ITIL certification is preferred (nice to have).
• Knowledge of telecom wireline would be advantageous.

Responsibilities

• Provide technical support to users on GIS-based applications.
• Handle issues assigned by customers/users directly.
• Evaluate issues, troubleshoot and provide resolution.
• Ensure adherence to operational processes and SLAs.
• Coordinate with L2 & L3 support to track issue status.
• Provide support during outages, degradation or enhancements.
• Ensure data feeds required by the application are loaded by automated modules.
• Engage with stakeholders to resolve issues.

Skills

2-4 years experience

Excellent communication

Team spirit

Initiative

Interpersonal skills

Communication

Tools

MapInfo

QGIS

Job description

• Provide technical support to users on GIS based application


• Handle all issues assigned by customer/user directly


• Evaluate issues, troubleshoot and provide resolution


• Ensure that all the operational processes and SLA are strictly followed


• Co-ordinate with L2 & L3 support team members to get the status of issues that have been transferred


• Provide application support during outage/degrade or any enhancements.


• Ensure that the data feeds required by the application are loaded properly into the solution by the automated modules.


• Need to interact with stakeholder regarding the resolution of issues.


• Perform incident/change/release management activities


• Troubleshoot end user problems


• Work well in a high energy, fast paced, enthusiastic, positive, and collaborative culture


• Required to report to Customer Operational Manager.


• Ready to work in 24*7 shift (rotational on weekly /bi-weekly).

QUALIFICATION & SKILLSET

• 2 - 4 Years of Experience


• Excellent written and verbal communication skills.


• Technical knowledge of GIS application is must. Eg. MapInfo, QGIS, etc.


• Knowledge about application integration (integrated with other systems to receive data/information)


• Knowledge of complete Data flow in the system.


• ITIL certification is preferred (Good to have…)


• Knowledge in Telecom wireline would be an advantage

Required Skills

• Contribution to team spirit


• Planning and organizing


• Interpersonal skills


• Initiative


• Commitment to organization


• Self improvement/receptivity to feedback


• Communication