Application Support Specialist

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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.