Jobs

Interviews
Job Alerts
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Home
>
Jobs in indore
>
Han Digital Solution
>
L1 L2 Application Support Engineer Ellucian Banner

L1 L2 Application Support Engineer Ellucian Banner

Han Digital Solution

3 - 16 years

5 - 8 Lacs

indore nagpur bengaluru

Posted:4 days ago| Platform:

Apply

Skills Required

computer science erp application support debugging plsql incident management customer service ms office jira technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

ob Title

L1 L2 Application Support Engineer Ellucian Banner

Role Overview

We are looking for an experienced L1 Application Support Engineer to join the Application Support Team at TCS.

This role will focus on providing first-level technical support to users of Ellucian Banner ERP and Student Information Systems.

Key responsibilities include handling user inquiries, resolving known technical issues, and ensuring customer satisfaction through effective communication and timely resolutions.

Relevant Experience

(in Yrs)

3-16yrs

Technical/Functional Skills

Bachelor s degree in Computer Science, Information Systems, or related field

Basic/Medium level understanding of Ellucian Banner Student

Understanding of ITIL principles and incident management lifecycle

Proficiency in MS Office and common tools (excel, outlook etc.)

Knowledge of ticketing systems (Ivanti, ServiceNow, Jira, etc.).

Excellent written and verbal communication skills to interact with users and other support teams

Ability to provide excellent customer service and build positive relationships

Excellent problem-solving, analytical, and communication skills

Ability to work independently and manage multiple priorities under tight timelines (manage workload effectively to meet SLAs)

Technical skills in debugging .net code, PL-SQL packages, Writing Queries, Providing raw data etc

Revised with Banner Forms and Banner Entity Relationship Diagram

Good to Have:

Ability to explain technical concepts to non-technical users

Roles & Responsibilities

L1/L2 will be the first line of support for Ellucian Banner SIS

Act as the initial point of contact for users reporting issues with Banner Student and ensuring customer satisfaction through effective communication and timely resolutions.

Provide daily, weekly reports on issues by status, age, and severities.

Escalation Management: Escalate unresolved incidents to L3 development teams, providing detailed information and contributing to the resolution process.

Identifying and logging problem tickets for enhancements

Update knowledge base with new solutions, known errors and user guides

Educating users on how to avoid recurring issues

Banner Student L1/L2 Support role for P1 tickets will involve providing first-level technical support for critical, high-priority issues within Banner Student SIS. This includes:
- triaging (perform initial diagnosis and step-by-step guidance for common issues/ basic tasks like login failure, UI errors, access problems etc.)
- prioritizing
- escalating (complex issues for L2/ L3 teams for details)
- tracking (track escalated tickets and follow-up to ensure SLA compliance & resolution updates), incidents reported by users, ensuring timely resolution and adherence to service level agreements (SLAs)
- Collaboration with other support teams (L2/L3) is crucial for complex issues

Generic Managerial Skills

Education

Bachelor s degree in Computer Science, Information Systems, or related field

Location

Nagpur

Indore

Bangalore

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

Han Digital Solution

Information Technology

Metro City

Login to

Please Verify Your Phone or Email

Confirm Action

L1 L2 Application Support Engineer Ellucian Banner