Fonada
Location
Noida | India
Job description
Role Title: Application Support Specialist
Role Vertical: IT
Years of Experience: 2-to-4 years
Base Location: Sector-125, Noida
Industry: Telecom
Preferred Industry: Open
Minimum Qualification: Graduate/Diploma in IT/Computer Science
KEY DELIVERABLES/ RESPONSIBILITIES
· Responsible for providing L1, L2 technical support for integration, installation, maintenance and troubleshooting for various applications deployed for Enterprise Client
· Knowledge of linux, rabbitmq, redis, vmware, dialer, asterisk, sip is must.
· Troubleshoot and identifying Root Cause
· Handling customer communication
· Achieve customer satisfaction through effective handling of customer problems by ensuring that proper escalation procedures are followed.
· Performs assigned functions according to standardized policies and procedures.
· Basic analytical ability is required to resolve routine technical issues.
· Gains assistance from higher-level employees, L3 support and development team for issue resolution
· Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident.
· Open to work in 24/7 support environment as per the business requirements
· Managing ticketed query system and ensuring to keep comprehensive database of queries and resolutions up to date
· Maintaining and updating technical documents and procedures
· Applies extensive knowledge of the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways.
· Assisting end users to avoid or reduce problem occurrences
· Work with team spirit to achieve a common goal i.e. customer satisfaction.
· Determined and focused to achieve all the targets set up by the operations and business team for the benefit of the organization.
· Provide technical support for enterprise-level application systems.
· Respond to general questions and trouble tickets in a timely manner.
· Research, diagnose, troubleshoot and identify potential solutions for how to resolve an issue.
· Prioritize multiple, open issues.
· Document issue triage as troubleshooting progresses.
· Follow best practices for change control of proposed solutions.
· Maintain service reports.
· Document actionable bugs for engineering resolution.
EDUCATION/ DESIRED PROFILE
· Graduate/Diploma in IT/Computer Science or related subject
· Proven 2-5 years of experience in technical support role
· Sound understanding of operating systems Linux (RHEL/CentOS) and Windows
· Experience with Database in terms of designing and running SQL queries over MySQL, Oracle.
· Should have handled incidents, bugs, and worked with vendors/engineering team to provide root case analysis
· Proficient in network connectivity troubleshooting
· Working Knowledge of IT Hardware and Software. System Administration Skills is a plus.
· Should have ability to understand basic hardware issues
· Ability to learn and master web-based application
· Problem solving abilities
· Written and verbal communication skills
· Ability to diagnose & address application issues
· Understanding of Telecom Domain preferred. Experience in providing support for Telecom VAS services is a plus.
· Should have worked in 24x7 environment
· Must be available to work a flexible work schedule.
· Ability to meet stretched targets and goals.
· Managing day to day operations metrics and delivery
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