Application Support Engineer

Job Description : Responsibilities : - Diagnose and resolve complex application and product-related issues reported by users. - Conduct thorough root cause analysis and implement effective solutions. - Document troubleshooting steps and solutions for knowledge base development. - Provide expert-level support for our proprietary applications and products. - Assist clients with product usage, configuration, and best practices. - Collaborate with development teams to escalate and resolve complex product issues. - Adhere to ITIL best practices for incident, problem, and change management. - Manage and prioritize incidents based on severity and impact. - Ensure timely resolution and communication of incident status to stakeholders. - Provide Level 1, Level 2, and Level 3 support for hardware, software, and network issues. - Troubleshoot desktop and Windows operating system problems. - Support VPN connectivity and related issues. - Utilize SQL for data retrieval, analysis, and troubleshooting. - Manage user accounts and permissions in Active Directory. - Respond to and resolve help desk tickets in a timely and efficient manner. - Provide excellent customer service and maintain a professional demeanor. - Communicate effectively with US-based clients via phone, email, and chat. - Provide clear and concise technical explanations to non-technical users. - Diagnose and resolve issues related to windows operating systems. - Troubleshoot issues related to desktop applications. Qualifications : - Bachelor's degree in Computer Science, Information Technology, or a related field. - Proven experience in application/product1 support, technical support, or IT help desk roles. - Strong understanding of ITIL principles and incident management processes. - Proficient in troubleshooting Windows operating systems and desktop applications. - Experience with SQL for database queries and analysis. - Familiarity with Active Directory for user and group management. - Experience with VPN troubleshooting. - Excellent communication and interpersonal skills, with the ability to interact effectively with US-based clients. - Strong problem-solving and analytical skills. - Ability to work independently and as part of a team. - Ability to work in a WFO environment. Preferred Qualifications : - ITIL certification. - Experience working in a US MNC environment. (ref:hirist.tech)

Location: hyderabad, IN

Posted Date: 3/26/2025