Job Description: Application Support Engineer - Ticket Management System

Job Title: Application Support Engineer - Ticket Management System

Location: Noida

Experience: 1.5 years - 2 years

Shift: 24/7 flexibility required

Job Type: Full-time

Role And Responsibilities

As a Application Support Engineer specializing in Ticket Management Systems, you will be responsible for providing comprehensive support to clients and ensuring smooth operations. You will work closely with the production team to troubleshoot issues, resolve tickets within defined Service Level Agreements (SLA), and maintain high-quality client communication.

Your Key Responsibilities Will Include

• Ticket Management: Handle incoming support tickets, prioritize them, and resolve issues efficiently while meeting SLAs.
• Technical Support & Troubleshooting: Provide technical assistance, troubleshoot production issues, and resolve problems in a timely manner to minimize downtime.
• Production Issue Handling: Take ownership of production-related issues and ensure they are resolved within the agreed-upon SLAs.
• Client Communication: Maintain clear and professional communication with clients regarding technical issues and resolutions. Ensure clients are updated on the status of their tickets.
• Adaptability to Shifts: Be flexible and available to work across 24/7 shifts to provide ongoing support and maintenance.
• Collaboration: Work with cross-functional teams to ensure smooth operations and efficient issue resolution.
  
  

Required Skills And Qualifications

• Experience: 1.5 - 2 years of experience in a technical support role, specifically in a Ticket Management System.
• Technical Expertise: Strong technical skills and troubleshooting knowledge to identify and resolve complex issues.
• Client-facing: Excellent communication skills, with a focus on being presentable and professional when dealing with clients’ technical requirements.
• Shift Flexibility: Ability to work in a 24/7 rotational shift environment as needed.
• Problem Solving: Ability to effectively troubleshoot and resolve production issues while maintaining client satisfaction.
  
  

Preferred Qualifications

• Knowledge of ticket management systems such as Jira or over Teams
• Experience with server logs, debugging, and basic system administration.
• Familiarity with ITIL or other service management frameworks is a plus.
  
  

What We Offer

• A dynamic and supportive work environment.
• Opportunities for career advancement.
• Exposure to cutting-edge technology in the field of technical support and troubleshooting.
• Competitive compensation and benefits package.
  
  

If you're a detail-oriented, client-focused professional with the ability to handle technical issues under pressure, we'd love to hear from you!

Apply Now to join our team!

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