The Engineer – Applications Support is a specialist role that requires deep understanding of the supported applications, an ability to analyze issues and identify resolutions and to communicate clearly. The primary focus for this position is assisting users through resolving their queries or issues, raised using the organization’s ticketing platform or other supported channels.

For issues that require deeper technical knowledge or access to code, this role will initially escalate the tickets to higher levels of support but is expected to acquire technical skills and be able to support at all levels in due course. When issues are resolved, this role will participate in validating the resolution in pre-production and production environments.
Key Responsibilities
Receive issues and requests through the organization’s ticketing system.
(Log tickets when issues are reported through alternate supported channels).
Timely Incident acknowledgement and response.
Carry out classification of support tickets and prioritize for resolution.




Providing functional clarification and responses to the end users’ queries.
Issue analysis and timely closure of tickets, within defined turnaround times.
Issue investigation and resolution (or workarounds) through querying the databases.
Forward identified bug reports to next level of support and provide functional workarounds to the users.
Ticket / case escalation to the next level of support, as necessary.
Assist the next level of support in issue resolution by coordinating with end users.
Document the resolutions provided, to build a knowledge base over a period of time.

Desired qualifications and experience:
Ability to quickly learn the features and functionality of applications.
Ability to query databases and use tools to guide users in resolving issues.
1-2 years’ overall experience in a skilled services organization, with primary focus on using and working with IT systems.
Experience in a customer facing IT support role.
Excellen

📌 Support Engineer- Noida
🏢 Optimum Info
📍 Noida