Application SupportITILJAVA

Job Description

The Application Support Engineer will create, manage, and respond to trouble tickets submitted by customers experiencing challenges using Company s properitery FileSecure and provide exceptional customer support to their customers via phone calls and email communications. This position is located in Mumbai.Requirements:Graduate (BSc in Comp Science/ B.E. preferred/ MCA)Good understanding Microsoft Office applications, Microsoft Windows OS (Client & Server), MAC OS, Mobile devices, AD/ LDAP related issues, Tomcat/ Apache Web Server related issues, issues related to settings in Firewalls/ Anti- Virus software and Remote Software Deployment Tools like LANDesk, SCCM and other IT landscape.Possess exceptional customer service skills and must be able to successfully communicate with all levels of employees in an organization via phone and email. Excellent verbal and written communication skills are mandatory.Experience working in a team- oriented, helpdesk or customer service environmentExcellent analytical and troubleshooting skills with end- users/ customersMultitasks and works well in a fast- paced environmentA very fast learner.Ready to work in shifts.Support experience with US/ UK customers.Responsibilities:Manage trouble tickets seeking to resolve issues quickly and efficiently at L2/ L3. Own the ticket till it is closed.Ensure customer services are operational within the specified SLA.Provide timely, quality responses to customer/ partner inquiries and proactive communications as needed.Proactively monitor the Managed Services Environment using the Monitoring Tools and Escalate issues immediately to the appropriate teams.Provide on- call support as and when required.Liaison with on- site support team to ensure all Level 1 escalation are responded properly.Coordinate with teams and resolve all complex application and system issues.Design and maintain expertise in flow of application process and systems related to Organization.Administer and resolve applications issues, provide updates and perform root cause analysis.Plan, execute and implement applications and configuration change procedures to ensure optimal Quality assurance for all applications.Develop, sustain and evaluate delegated business processes and related applications.Supervise all alerts related to application and system procedures and provide services proactively.Maintain good professional relationships with counterparts of engineering and customer support departments.Perform root cause assessment and debug all issues on server domain, and availability of applications.Provide support and identify all issues and prepare appropriate documentation all issues and solutions.Manage all production system and recommend ways to optimize performance and provide solution to problems and prepare reports for all problems.Candidate Profile:He / She should have a minimum of 3 years of relevant experience.The candidate should have a good understanding and working knowledge of Active Directory, Databases like Oracle/ MSSQL, LDAP, J2EE web servers like Tomcat.He / she should have a working knowledge on how to install and configure above applications including things like database backups and recovery, database connection pooling, configuring server for SSL connection etc.The candidate should have very good communication skills. He / she should be able to interface with the customer s IT teams.This is not a system admin profile. A good candidate may be someone working in production support with keen interest in development.Good to have:Exposure to ITIL, information security and service managementITIL foundation preferableExposure to information security domainMicrosoft CertificationsBasic SQL/ DB skillsExposure to cloud based infrastructure.Experience on SOX environmentKey Skills:Java Application Support, SQL, LDAP, Basic Networking knowledge, virtualization, Tomcat & Apache administration, Client- server architecture, SSL, MS- Office, IRM, Oral & written communication.,

Keyskills :
ctivedirectorycustomersupportwebservermonitoringtoolswebserversmobiledevicesmacoswindowsosmanagedservicesrootcausecustomerservicemicrosoftofficeapachewebserverqualityassurance