Application Support Specialist

Job Summary

Key Responsibilities:

• Act as point-of-contact by providing technical support to Enterprise customers and partners of ARCON.
• Handles real-time voice-calls and chats with technical queries and adheres to the SLAs
• Handles email queries and responds in a timely-manner
• Achieves understanding of ARCON products and gains expertise
• Applies knowledge and experience along with analytical approach to diagnose and resolve issues in unique and complex customer environments
• Demonstrated ability to handle escalations and complex incidents with a calm and solution-focused approach.
• Attempts to provide resolutions on the first interaction with customers
• Handles multiple cases at the same time with varying degrees of severity
• Effectively communicates procedural and technical issues to internal and external customers/stakeholders
• Excellent written and verbal communication skills for troubleshooting, documentation, and collaboration with cross-functional teams.
• Manages schedule of cases, determines including priority level and negotiating and setting expectations with the customers
• Assesses the need to engage or escalate to the required resources to handle complex issues/situations
• Engages with internal teams to prioritize customer requests
• Proven experience with LDAP and Active Directory configuration, management, and troubleshooting.
• Strong understanding of network devices and network architecture.
• Solid understanding of user authentication and authorization mechanisms (e.g., Kerberos, SSO, MFA).
• Researches on array of topics like operating system (Windows / Linux / Unix, etc) & its fundamentals, Infrastructure technologies, and ARCON products as and when needed
• Participates in the new product releases to ensure information and training requirements are met to start supporting the new release
• Engages in ongoing trainings and function/organization development, along with self-learning Creates documentation and support knowledge base to reduce troubleshooting time and drive faster resolution
• Works towards becoming an SME on a product area and go to guy for an underlying related technology
• Works in a team with assorted expertise
• Mentors and assist new technical support engineer and peers to develop skills
• Comfortable working in shifts
• Multitasks and works well in a fast-paced environment
• A keen interest in security best practices, particularly within the context of Identity and Access Management (IAM).

AREAS OF WORK:

• Support -- Helping people use applications by answering their questions and giving information that facilitates correct operation of ARCON products over the phone, chat and / or email.
• Troubleshooting -- Diagnosing malfunctions in the operation of software.
• Repair -- Correcting application software malfunctions

Required Skills & Qualifications:

• Experience with IAM systems (e.g., Okta, SailPoint, Microsoft Identity Manager).
• Experience with network monitoring tools (e.g., Wireshark, SolarWinds, etc.).
• Certifications in system administration, networking, or security (e.g., CompTIA Network+, Microsoft Certified: Azure Administrator Associate, etc.).
• Hands on experience across the following core technologies

1. Operating systems - Windows Server/Windows Client / Linux o Expert Level understanding of Windows / Linux Server Concepts
2. Hands on experience in troubleshooting Windows / Linux OS and application related issues Infrastructure technologies - AD, DNS, DHCP, etc
3. Strong foundation of Networking Principles Good to have knowledge of
4. Desktop Operating system - MAC OS, *nix, WIndows o Virtualization Technologies - Vmware / Hyper-V
5. Apache Tomcat and Apache Web Server o Knowledge of computer security procedures and protocol o Remote Deployment Tools like LANDesk, SCCM and other IT landscape Relational DB principles and methodologies - MS-SQL, Oracle

Working Conditions:

• 24*7 shift-Rotational
• Roster's Off