Global Support Technician

Job Description

The Application Support Technician will report onto the Global Application Support Manager, based in Chennai, India. The Global Application Support team provides first-line support for various technologies, including Adobe WorkFront, Adobe AEM, Adobe Frame.io, Lucidlink, and Iconik. The role focuses on the resolution of standard issues and ensuring proper escalation to second-line (Architecture) and third-line (Development) support or to Adobe Ultimate support when necessary. You will be working hours aligned to the US Eastern time zone. Key Responsibilities Provide first-line support for applications including Adobe WorkFront, Adobe AEM Assets/Content Hub, Frame.io, Lucidlink, Ziflow and Iconik. Manage support tickets within WorkFront as requests, ensuring efficient tracking and resolution. Work with ITIL principles to manage the support process effectively. Resolve standard technical issues and escalate complex problems to second-line (Architecture) and third-line (Development) support or to Adobe Ultimate support and other vendor support or local IT support as appropriate. Manage requests for user access and setup across our various platforms. Follow support processes and procedures to ensure efficient and effective service delivery. Collaborate with other departments to ensure seamless support and integration of new technologies. Initially support Prose on Pixels users, with plans to expand support to any agencies and clients logging into our systems. Qualifications Strong knowledge of Adobe WorkFront, Adobe AEM, Adobe Frame.io, Lucidlink, and Iconik is a bonus – but training can be provided to the right candidate. Excellent spoken and written English language skills. Excellent problem-solving and troubleshooting skills. Excellent communication and interpersonal skills. Excellent Teamwork and collaborative skills. Understanding of ITIL principles and their application in managing support processes. Ability to work effectively in a fast-paced and dynamic environment. Willingness to work flexible hours to accommodate global support needs. Show more Show less