Application Support Engineer

We are looking for a Application Support to provide enterprise-level assistance to our customers to take care following.

Key Responsibilities:

· Responsible for receiving bug reports found after the software is installed.

· Responsible for documenting the reported bugs in the Software Development Bug Report Application in lotus notes.

· Performs a variety of technical support functions such as program installation, troubleshooting and demonstrations for on-site users.

· Research and identify solutions to software and hardware issues.

· Ask customers targeted questions to quickly understand the root of the problem.

· Track computer system issues through to resolution, within agreed time limits

· Talk clients through a series of actions, either via phone, email, or chat, until they have solved a technical issue.

· Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)

· Provide prompt and accurate feedback to customers.

· Refer to internal database or external resources to provide accurate tech solutions.

· Ensure all issues are properly logged.

· Prioritize and manage several open issues at one time.

· Follow up with clients to ensure their IT systems are fully functional after troubleshooting.

· Prepare accurate and timely reports.

· Document technical knowledge in the form of notes and manuals

· Maintain jovial relationships with clients.

Qualifications & Education

· Bachelor Computer Science only .

· Knowledge of Internet Information Services – RDBMS and Networking tools