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Automationedge
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Application Support Engineer

Application Support Engineer

Automationedge

0 - 2 years

1 Lacs

pune

Posted:2 weeks ago| Platform:

Apply

Skills Required

java zoho selenium sql zoho crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

first-level support

Key Responsibilities

1. User & Incident Support

Act as the
first point of contact
for application-related issues via email, ticketing system, chat, or phone.
Perform
initial diagnosis
, resolve known issues using SOPs & knowledge base.
Log and categorize incidents in the ITSM tool (ZOHO, etc.).
Escalate unresolved or critical issues to L2 with complete documentation.

2. Basic Technical Troubleshooting

Check application availability, login issues, UI/UX issues.
Clear cache, browser issues, and provide guidance on functional flows.
Restart basic services (if allowed) using predefined runbooks.
Validate configuration issues, user access, permission problems.

3. Monitoring & Reporting

Monitor dashboards, alerts, scheduled jobs, integrations, and queues.
Acknowledge alerts and take predefined corrective actions.
Generate daily/weekly support reports.

4. Documentation

Maintain knowledge base articles, SOPs, troubleshooting guides.
Document all incidents clearly and follow ITIL processes.

Required Skills

Basic understanding of
SQL
, queries, and data checks.
Familiarity with
Windows
basic commands.
Ability to follow structured troubleshooting steps.
Good communication and customer-handling skills.
Understanding of ITSM tools-Zoho.
Good to have understanding of Automation tool, Java/selenium basics

Experience Required

02 years (Entry-level)
BSc/BCA/B.Tech or equivalent

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Automationedge

Information Technology and Services

Los Angeles

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