Key Responsibilities

- Provide L2 support for engineering technology applications across domains such as CAD,

design, simulation, GIS, plant engineering, piping, structural, civil, mechanical, electrical,

instrumentation, geotechnical, safety, and reliability.

- Support application installation, configuration, upgrade assistance, license validation, access

validation, and standard troubleshooting activities.

- Troubleshoot engineering application issues related to installation, licensing, access,

configuration, application launch, virtual desktop behaviour, user workplace, and application

dependencies.

- Provide remote application troubleshooting support using approved remote support tools and

standard support procedures.

- Support engineering applications delivered through Azure Virtual Desktop based engineering

workspaces, including application availability, launcher behaviour, project/application mapping,

AD group-based access, virtual desktop image behaviour, licensing in virtual sessions, and user

profile/session-related issues.

- Validate application availability and visibility based on project assignment, application

entitlement, AD group membership, project-level access, and application-level access rules.

- Work closely with L1 support teams to resolve technical doubts, validate initial

troubleshooting, improve ticket quality, and guide standard support procedures.

- Review L1 escalations and ensure required information such as screenshots, logs, error details,

user details, application details, and troubleshooting steps are captured before progressing the

ticket.

- Help improve L1 SOPs, ticket templates, troubleshooting checklists, and Knowledge Base

articles to reduce repeat escalations.

- Raise, track, and follow up vendor support cases for application issues within L2 scope.
- Share required diagnostic information with vendors, including logs, screenshots, version

details, license details, system configuration, and troubleshooting steps already performed.

- Apply vendor-recommended fixes after required validation and approval, and document vendor

responses and resolutions in ServiceNow.

- Engage L3 or Lead / SME when issues require deeper technical ownership, RCA, risk review,

change planning, or business-critical intervention.

- Use ServiceNow or similar ITSM tools for incident, request, task, change, and knowledge

management activities.

- Ensure tickets are properly categorized, prioritized, updated, documented, and resolved within

agreed SLA timelines.

- Follow ITIL-aligned processes for incident management, request fulfilment, change





management, problem management, and knowledge management.

- Create, update, and maintain Knowledge Base articles, installation notes, configuration guides,

troubleshooting steps, known-error records, and workaround details.

- Troubleshoot standard and intermediate engineering application licensing issues involving

FlexLM/FlexNet, Sentinel, Autodesk, Bentley, AVEVA, Hexagon, SmartPlant License Manager,

AspenTech, Dassault/SolidWorks, and similar licensing platforms.

- Validate common application dependencies such as Oracle Client, SQL Server Client, ODBC

configuration, .NET runtime, middleware components, file permissions, user profile paths,

environment variables, and license server connectivity.

- Coordinate with application owners, project teams, infrastructure teams, identity teams, desktop

teams, packaging teams, DBAs, vendors, L3 engineers, and Lead / SME as required for issue

resolution.

- Use Power BI reports, ServiceNow dashboards, predefined SQL queries, license reports, and

application usage data to validate application inventory, license usage, incident trends, access

mapping, project/application visibility, and support status.

- Highlight recurring issues, data mismatches, access gaps, reporting gaps, and repeated

escalations to L3 or Lead / SME for further review.

- Support continuous improvement by identifying recurring operational issues, documentation

gaps, training needs, and opportunities to improve ticket handling and resolution quality.

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Required Skills and Competencies

- Minimum 5 years of experience in engineering application support, enterprise application

support, desktop/application operations, or technical support.

- Good experience in remote application troubleshooting and supporting users across locations,

business units, or project teams.

- Working knowledge of ServiceNow or similar ITSM platforms.
- Good understanding of ITIL practices, especially incident management, request fulfilment,

change management, problem management, and knowledge management.

- Experience working with L1 support teams and guiding them on troubleshooting, ticket

handling, and documentation quality.





- Ability to troubleshoot standard and intermediate engineering application issues across

installation, licensing, access, configuration, virtual desktop behaviour, and application

dependencies.

- Ability to create clear and reusable Knowledge Base articles, SOPs, troubleshooting guides,

and support documentation.

- Ability to raise, track, and follow up vendor support cases.
- Experience with Azure Virtual Desktop, Citrix, VDI, or similar remote desktop/application

delivery platforms.

- Experience supporting application launchers within virtual desktop environments or controlled

application delivery platforms is preferred.

- Good understanding of Active Directory groups, entitlement management, project/applicationbased access models, and application visibility rules.
- Working knowledge of engineering application licensing technologies such as

FlexLM/FlexNet, Sentinel, and other vendor licensing platforms.

- Basic understanding of Oracle Client, SQL Server Client, ODBC, TNS configuration, database

drivers, ports, and connectivity troubleshooting.

- Ability to use Power BI reports and ServiceNow dashboards for operational validation, incident

reporting, license reporting, and data checks.

- Basic SQL knowledge is preferred.
- Awareness of .NET-based applications, configuration files, logs, services, and troubleshooting

methods is preferred.

- Ability to use AI tools for documentation, SQL assistance, troubleshooting support, scripting

assistance, and productivity improvement is preferred.

- Good communication, customer support, documentation, analytical thinking, problem-solving,

coordination, and follow-up skills.

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Qualifications

- Bachelors degree or diploma in Computer Science, Information Technology, Engineering, or

related discipline.

- Minimum 5 years of relevant experience in engineering application support, enterprise

application support, desktop/application operations, or technical support.

- Experience supporting application installation, licensing, access, virtual desktop, and

troubleshooting issues.

- Experience in Oil & Gas, Energy, EPC, Engineering Design, Construction, Manufacturing,

Mining, Utilities, or asset-intensive industries is preferred.

- Experience with ServiceNow or equivalent ITSM tools is preferred.
- ITIL Foundation knowledge or certification is preferred.
- Experience supporting engineering applications from vendors such as Autodesk, Bentley,

AVEVA, Hexagon/Intergraph, AspenTech, ANSYS, Dassault, ESRI, Siemens, MathWorks, DNV,

Schlumberger, or similar vendors is preferred

📌 Application Support Engineer (Bengaluru)
🏢 Wissen Digital
📍 Bengaluru