Application Support Engineer – EdTech
Job Description
Position – Application Support Engineer
Location – Mumbai
Qualifications: Any Graduate (preferably in Computers)
Experience: 1-2 years
Job Summary:
We are looking for an Application Support Engineer to join our support team. The candidate will be responsible for providing first-level technical support for software and hardware products, troubleshooting customer issues, maintaining service records, and coordinating with internal teams to ensure timely issue resolution while delivering an excellent customer experience.
Key Responsibilities:
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Provide first-level technical support via phone, email, or remote desktop tools.
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Very well acquainted with reporting service desk applications like CallDesk or Salesforce.
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Diagnose and resolve issues related to software applications, operating systems, and hardware devices.
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Document customer interactions, issues, and solutions in the ticketing system.
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Provide technical assistance to customers and support teams to troubleshoot issues.
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Investigate reported issues to determine the root cause and create future Playbooks.
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Document CAPA on the system for future reference.
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Develop and implement solutions to resolve software problems.
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Work closely with software developers to communicate issues and facilitate timely resolutions.
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Escalate unresolved issues to the appropriate internal teams and follow up until closure.
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Maintain detailed records of identified issues, steps taken for diagnosis, and solutions applied.
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Recommend and implement process improvements to enhance software quality and efficiency of issue resolution.
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Provide regular updates and dashboards for leadership reporting.
Requirements:
- Bachelor’s degree in any stream (preferably Computers) or BSc IT or MA IT.
- 1-2 years of experience in a technical support or technical service role. Technical Skills
- Knowledge of web servers like Apache and handling databases.
- IT professional with experience in managing web applications
- Familiarity with Markup languages – HTML, XML, and scripting languages – JavaScript.
- Understanding of databases and SQL
- Manage data in Microsoft Excel
- Strong Verbal and written communication skills, with the ability to explain technical
- concepts to non-technical users.
- Strong collaborative skills, with the ability to work effectively within a team
- environment.
- Proactive approach to problem-solving and troubleshooting.
