Support Engineer- IT Application Support

Key Responsibilities:

• Customer Support & Issue Resolution:
• Handle all customer requests related to application issues and requests in a timely and efficient manner.
• Provide technical support and training to end-users as required.
• Maintain a high level of customer satisfaction by resolving issues promptly.
• Ticket Management:
• Manage incoming support tickets and prioritize them based on urgency.
• Proactively address ongoing ticket queues and follow through with resolution within established timelines.
• Escalate issues to the appropriate functional or hierarchical levels based on the escalation guidelines.
• Collaboration with Development Teams:
• Work closely with the application development team (L2 and L3) for bug fixes, patch releases, and other technical issues.
• Ensure effective coordination with developers to minimize downtime and maintain operational efficiency.
• System Maintenance & Documentation:
• Maintain records and logs for repairs, fixes, and maintenance schedules.
• Ensure that maintenance activities are scheduled and executed with minimal disruption to services.
• Enterprise Service Management:
• Develop reports, workflows, scripts, and complex queries within enterprise service management software tools.
• Assist in configuring, maintaining, and enhancing workflows and automation processes within service management systems.
• Functional & Technical Support:
• Provide functional and technical support for all enterprise service management systems.
• Continuously improve system performance and support processes to enhance overall service quality.