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Product Support Specialist

1 - 3 years

11 - 15 Lacs

Posted:3 months ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

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SUMMARY OF POSITION AND OBJECTIVES:

The Product Sustenance Engineer is responsible for IT application support activities including maintenance, administration, and Level 2 support. They will work closely with the SPOCs of various companies of Eurofins and Business Analysts, Infrastructure Support, Developers and Testers of the D365 CRM Application and Services; and ensure timely and efficient resolution of IT application-related incidents and service requests, while supporting Change and Problem management process.

Job description:

  • Provide Level 2 support - diagnosis, investigation, resolution, coordination with business, application owners, infrastructure support on Application and its interfaces.
  • Operate within the program s service level agreements in order to solve customer issues and satisfy the requests.
  • Drive all owned tickets towards closure with high customer satisfaction.
  • Primarily handle user access management and data management (importation, update, migration etc. ) requests.
  • Troubleshoot Application and coordinate with multiple teams to solve the issues.
  • Develop good knowledge on the supported application(/s) and keep up to date with the new features, enhancements, and bug fixes with each release by internal Application Development team.
  • Co-ordinate with senior L2 and L3 support members on logging bugs on the application by providing all the necessary steps to reproduce.
  • Co-ordinate with Business Analysts on initial analysis on prospective change requests.
  • Contribute to the knowledge base for easy management of frequently asked questions and repetitive service requests.
  • Provide trainings to Super Users on demand basis to train on the application usage and participate in Webinars and Q&A sessions to build a strong Super User Community.
  • Available to work during a few of the planned weekends with new scope go-lives.
  • Basic knowledge of troubleshooting related to IIS troubleshooting, event viewer logs from Windows server and an understanding of single sign on.

EXPERIENCE REQUIRED:

  • 1 to 3 years of experience in application support or any related IT domain.
  • Excellent analytical and problem-solving skills.
  • Excellent verbal and written communication and interpersonal skills.
  • Experience in supporting Microsoft D365 CRM (on premise or online) is a plus.
  • Experience in ITIL framework to assist in day-to-day operations is a plus.
  • Experience in working with cross functional teams spread across geographies is a plus.

Profile description:

An ideal candidate would be someone who:

  • communicates clearly and effectively in verbal as well as in written communications.
  • has a strong sense of ownership and ability to follow tasks through to completion.
  • works seamlessly within a team as well as manage individual tasks.
  • is customer focused and goal orientated with a keen attention to detail.
  • can explain topics in a clear and understandable manner to non-technical stakeholders.

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Commissum

Cybersecurity

Cyber City

50-100 Employees

11 Jobs

    Key People

  • Jane Doe

    CEO
  • John Smith

    CTO

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