Application Support Engineers

Egadgetportal; Pune District; On-site; INR 600,000 - 840,000; Full time

Job summary

Egadgetportal is seeking an experienced IT support professional to diagnose and resolve business applications and system performance issues across client environments. You will provide escalated technical analysis, document procedures, and deliver remote support to clients and staff.

Ideal candidates have a Bachelor's in CS or equivalent, 5+ years in service delivery, and 4+ years managing enterprise hardware in an MSP setting. Strong communication and collaborative skills are essential.

Qualifications

• Bachelor's degree in computer science or a related field or equivalent hands-on experience.
• 5+ years of hands-on working experience in service delivery or MSP environments.
• 4+ years of experience implementing, managing, and supporting enterprise hardware.

Responsibilities

• Diagnose, troubleshoot, and resolve business applications and systems performance, connectivity and related problems.
• Provide escalated technical analysis to clients including troubleshooting, logging, analysis, and system settings.
• Document processes and procedures to assist customers and team members (knowledgebase, SOPs, change management).
• Provide remote support for clients and staff.
• Assist in routing tickets and prioritizing requests for technical assistance.
• Manage and review related tickets in all support queues.
• Document work, notes, and time in a PSA ticketing system.
• Assist other departments with technical assistance as needed.

Education

Bachelor's degree in computer science or related field

5+ years hands-on working experience

Job description

JOB DUTIES

• Diagnose, troubleshoot, and resolve business applications and systems performance, connectivity and related problems.
• Provide escalated technical analysis to clients to include general troubleshooting, logging, analysis, and various system settings.
• Document processes and procedures as required to assist customers, and to assist team members including knowledgebase articles, asset management, Standard Operating Procedures (SOP), and change management.
• Provide remote support for clients and other staff.
• Assist in routing tickets and prioritize requests for technical assistance.
• Manage and review related tickets in all support queues.
• Document work, notes, and time in a professional services automation (PSA) ticketing system.
• Assist other departments with technical assistance and information as needed

EDUCATION AND EXPERIENCE REQUIREMENTS

• Bachelor s degree in computer science related field or five (5) years of hands on working experience.
• Four to six (4-6) years of experience working in service delivery for clients with demanding Service Level Agreements (SLAs).
• Minimum of four (4) years of experience implementing, managing, and supporting enterprise level physical and virtual infrastructure hardware.
• Supported new and existing equipment, hardware, and software upgrades.
• Interacted with third party vendors, contractors and providers to assist customers with service outages.
• Experience working in a team-oriented, collaborative environment.
• Experience supporting multiple clients in a Managed Service Provider (MSP) environment is a plus.