Technical Support Executive

As a Technical Application Support Executive, your main responsibility will be to provide technical assistance and resolve issues related to software applications for both internal users and external clients. You will need to use your technical expertise, problem-solving skills, and customer-focused mindset to ensure the smooth operation of our business-critical systems. Your tasks will include: - Issue Resolution: You will be the first and second line of support for application-related issues. It will be your responsibility to diagnose, troubleshoot, and resolve technical problems efficiently. - Ticket Management: Managing and maintaining a ticketing system to log, track, and update all queries with a comprehensive history of troubleshooting steps and resolutions. - System Monitoring: Proactively monitoring the performance and health of applications and systems to prevent potential issues before they impact users. - Collaboration: Working closely with cross-functional teams to escalate complex issues and implement effective solutions. - Documentation: Creating and maintaining detailed technical documents, procedures, and a knowledge base to assist users and support teams. - User Training: Delivering training and guidance to internal teams and clients on application functionality and best practices. - Updates and Maintenance: Assisting in the implementation of application updates, patches, and new features, and helping develop maintenance plans and schedules. - Reporting: Generating reports on application performance, recurring issues, and support metrics to support continuous improvement efforts. - Communication: Maintaining clear and professional communication with stakeholders to keep them informed of issue status and resolution process. Qualifications and Skills: - Education: Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related field. - Experience: Proven experience in technical support, application support, or a similar role. - Technical Proficiency: Good knowledge of operating systems (Linux), experience with ticketing and IT Service Management tools, basic understanding of networking concepts and protocols, familiarity with application management, cloud computing basics, and scripting languages like Python and Bash. - Soft Skills: Exceptional problem-solving and analytical skills, outstanding verbal and written communication skills, strong customer service orientation, excellent time management and organizational skills, and the ability to work independently and as part of a team. In addition to the responsibilities and qualifications mentioned above, you will be required to work in rotational shifts, general shifts, or night shifts. This is a full-time permanent position with benefits such as paid sick time, paid time off, and work-from-home options. Please note that the work location for this position is in person.,