Application Support Engineer (L2)

Location: Chennai & Bangalore

RoleDescription

This is a full-time on-site role for a Technical Application Specialistat Sun Branding Solutions in Chennai. This position will work as part of the Sun Digital team to ensure maximum client satisfaction with all aspects of Sun Digitals products and services.

Taking responsibility for resolving support issues in a timely manner with adherence to clients SLAs. Ensure all details and replication steps are provided to enable a thorough investigation for issues, which require additional investigation.

Working closely with both internal and external stakeholders to ensure effective communication channels are developed and maintained.

Proactively monitor Zendesk and allocate support tickets to the relevant support team member in a timely manner with adherence to clients SLAs

Providing high quality support to both internal and external clients for all Sun Digitals products and IT

Escalate issues which cant be successfully resolved to the development team

Provide ongoing feedback to Professional Services Manager and Product Owner to enable preventive measures to be put in place.

Provide assistance to the wider Sun Digital team when required with test scripts, user guides, testing, release notes etc.

Qualifications

Experience in providing internal/external support to large scale organisations.

3+ years experience within an IT environment as either

Attention to detail, with a structured approach to problem solving

Excellent concise communication skills (speaking, writing, listening)

Proficient in using Microsoft office products

Flexible Successful delivery may require working outside normal working hours Analytical Skills and Troubleshooting abilities

Strong problem-solving skills

Bachelor's degree in a relevant field (e.g., Technology or Engineering).