THE ROLE
You will be part of a agile support team operating across rotational shifts, ensuring customers receive timely and effective support while contributing to continuous service improvement and operational excellence.
WHAT YOU’LL DO
Provide technical and operational support to customers through written and verbal communication channels.
Diagnose issues by gathering relevant information and asking targeted questions to understand customer challenges.
Guide users through troubleshooting steps and provide clear, easy-to-follow resolutions.
Leverage knowledge base articles and documented solutions to resolve customer issues efficiently.
Escalate unresolved issues to higher support levels while ensuring proper documentation and handover.
Follow up with customers to ensure issues are fully resolved and services are functioning as expected.
Document troubleshooting steps, resolutions, operational procedures, and knowledge articles.
Contribute to team training, knowledge sharing, and continuous improvement initiatives.
Provide feedback on recurring issues,
customer concerns, and potential product enhancements.
WHAT YOU BRING
Bachelor’s degree in Information Technology, Computer Science, Engineering, MCA, or a related field.
Strong understanding of Linux/Unix operating systems and basic command-line administration.
Strong analytical and problem-solving skills with the ability to identify root causes and implement solutions.
Knowledge of networking fundamentals and system connectivity concepts.
Understanding of software development lifecycle (SDLC) and version control concepts.
Strong verbal and written communication skills with the ability to support customers effectively.
Ability to create clear technical documentation and knowledge base content.
Strong organizational and multitasking skills with the ability to manage multiple incidents and priorities.
Customer-focused mindset with a commitment to service excellence and issue resolution.
Ability
📌 Application Support Engineer (Mumbai)
🏢 DEPT®
📍 Mumbai