Senior Application Support Specialist

Role Title:Application Support Specialist

Role Vertical:IT

Years of Experience:2-to-4 years

Base Location:Sector-125, Noida

Industry:Telecom

Preferred Industry:Open

Minimum Qualification:Graduate/Diploma in IT/Computer Science

KEY DELIVERABLES/ RESPONSIBILITIES

Responsible for providing L1, L2 technical support for integration, installation, maintenance and troubleshooting for various applications deployed for Enterprise Client

Knowledge of linux, rabbitmq, redis, vmware, dialer, asterisk, sip is must.

Troubleshoot and identifying Root Cause

Handling customer communication

Achieve customer satisfaction through effective handling of customer problems by ensuring that proper escalation procedures are followed.

Performs assigned functions according to standardized policies and procedures.

Basic analytical ability is required to resolve routine technical issues.

Gains assistance from higher-level employees, L3 support and development team for issue resolution

Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident.

Open to work in 24/7 support environment as per the business requirements

Managing ticketed query system and ensuring to keep comprehensive database of queries and resolutions up to date

Maintaining and updating technical documents and procedures

Applies extensive knowledge of the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways.

Assisting end users to avoid or reduce problem occurrences

Work with team spirit to achieve a common goal i.e. customer satisfaction.

Determined and focused to achieve all the targets set up by the operations and business team for the benefit of the organization.

Provide technical support for enterprise-level application systems.

Respond to general questions and trouble tickets in a timely manner.

Research, diagnose, troubleshoot and identify potential solutions for how to resolve an issue.

Prioritize multiple, open issues.

Document issue triage as troubleshooting progresses.

Follow best practices for change control of proposed solutions.

Maintain service reports.

Document actionable bugs for engineering resolution.

• Graduate/Diploma in IT/Computer Science or related subject
• Proven 2-5 years of experience in technical support role
• Sound understanding of operating systems Linux (RHEL/CentOS) and Windows
• Experience with Database in terms of designing and running SQL queries over MySQL, Oracle.
• Should have handled incidents, bugs, and worked with vendors/engineering team to provide root case analysis
• Proficient in network connectivity troubleshooting
• Working Knowledge of IT Hardware and Software. System Administration Skills is a plus.
• Should have ability to understand basic hardware issues
• Ability to learn and master web-based application
• Problem solving abilities
• Written and verbal communication skills
• Ability to diagnose & address application issues
• Understanding of Telecom Domain preferred. Experience in providing support for Telecom VAS services is a plus.
• Should have worked in 24x7 environment
• Must be available to work a flexible work schedule.
• Ability to meet stretched targets and goals.
• Managing day to day operations metrics and delivery

Required Skills

Networking basics (TCP/IP, DNS, Firewall)

Web servers & load balancers: Nginx, Apache, HAProxy

SQL (MySQL / MariaDB / PostgreSQL)

Qualifications

• Must have Provide technical support for enterprise-level application systems.
• Respond to general questions and trouble tickets in a timely manner.
• Research, diagnose, troubleshoot and identify potential solutions for how to resolve an issue.
• Prioritize multiple, open issues.
• Document issue triage as troubleshooting progresses.
• Follow best practices for change control of proposed solutions.
• Maintain service reports.
• Document actionable bugs for engineering resolution.