Application Support Engineer Job in Mumbai at Seclore Technology

Seclore Technology is hiring for the role of Application Support Engineer!

Responsibilities of the Candidate:

• Act as point-of-contact by providing technical support to Enterprise customers and partners of Seclore.
• Handles real-time voice calls and chats with technical queries and adheres to the SLAs
• Handles email queries and responds promptly
• Achieves understanding of Seclore products and gains expertise
• Applies knowledge and experience along with analytical approach to diagnose and resolve issues in unique and complex customer environments
• Attempts to provide resolutions on the first interaction with customers
• Handles multiple cases at the same time with varying degrees of severity
• Effectively communicates procedural and technical issues to internal and external customers/stakeholders
• Manages schedule of cases, determines including priority level, and negotiates and sets expectations with the customers
• Assesses the need to engage or escalate to the required resources to handle complex issues/situations
• Engages with internal teams to prioritize customer requests
• Researches on an array of topics like operating systems & its fundamentals, Infrastructure technologies, and Seclore products as and when needed
• Participates in the new product releases to ensure information and training requirements are met to start supporting the new release
• Engages in ongoing training and function/organization development, along with self-learning Creates documentation and support knowledge base to reduce troubleshooting time and drive faster resolution
• Works towards becoming an SME in a product area and go-to guy for an underlying related technology
• Works in a team with assorted expertise
• Mentors and assists new technical support engineers and peers in developing skills
• Comfortable working in shifts
• Multitasks and works well in a fast-paced environment

Requirements:

• Hands-on experience across the following core technologies
• Operating systems – Windows Server/Windows Client / Linux
• Expert Level understanding of Windows / Linux Server Concepts
• Hands-on experience in troubleshooting Windows / Linux OS and application-related issues
• Infrastructure technologies – AD, DNS, DHCP, etc
• Good working knowledge of MS Office suite
• The strong foundation of Networking Principles Good to know of
• Operating system – MAC OS
• Virtualization Technologies – Vmware / Hyper-V
• Apache Tomcat and Apache Web Server
• Knowledge of computer security procedures and protocol
• Remote Deployment Tools like LANDesk, SCCM, and other IT landscape Relational DB principles and methodologies – MS-SQL, Oracle
• Antivirus Softwares
• Knowledge of tools like Process Monitor, Process Explorer, Network Monitor/Wireshark
• 2 to 5 years experience in a Technical Support role, preferably application support
• Managed Customers from regions such as NA, EMEA, or APAC
• Exposed to working shifts on nights
• Handled customers on the phone