Application Support Engineer jobs in Mumbai at SECLORE

Application Support Engineer

Job Location: Mumbai

DUTIES AND RESPONSIBILITIES:

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 in a timely-manner
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 negotiating and setting 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 array of topics like operating system & 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 trainings 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 on a product area and go to guy for an underlying related technology
Works in a team with assorted expertise
Mentors and assist new technical support engineer and peers to develop skills
Comfortable working in shifts
Multitasks and works well in a fast-paced environment

AREAS OF WORK:

Support — Helping people use applications by answering their questions and giving information that facilitates correct operation of Seclore products over the phone, chat and / or email.
Troubleshooting — Diagnosing malfunctions in the operation of software.
Repair — Correcting application software malfunctions

QUALIFICATIONS:

Hands on experience across the following core technologies
Operating systems – Windows Server/Windows Client
Expert Level understanding of Windows Server Concepts
Solid Hands on experience in troubleshooting Windows OS and application related issuespol
Infrastructure technologies – AD, DNS, DHCP, IIS
Good working knowledge of MS Office suite
Strong foundation of Networking Principles
Working knowledge of
Relational DB principles and methodologies – MS-SQL, Oracle
Virtualization Technologies – Vmware / Hyper-V
Antivirus Softwares
Knowledge of tools like Process Monitor, Process Explorer, Network monitor/Wireshark,
Good to have knowledge of
Operating system – Linux, MAC OS
Windows Exchange
Apache Tomcat and Apache Web Server
Knowledge of computer security procedures and protocol
Remote Deployment Tools like LANDesk, SCCM and other IT landscape
Knowledge of tools like Procdump, Memory dumps like Windbg and Debugdiag
Required: Bachelor’s Degree or Diploma in Computer Science
Preferred: Industry certifications like MCSE, MCP, RHEL Certifications, CCNA

EXPERIENCE:

3 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 in nights
Handled customers on the phone
Current job includes exposure to CRM tool
Exposure to severity based models would be preferable
Exposure to Enterprise/Corporate customers preferable

ABILITIES REQUIRED:

Strong customer-focus and problem-solving attitude
Ability to communicate technical information to non-technical personnel.
Keen sense of ownership of technical issues of Seclore’s enterprise customers
Ability to generate progress reports on cases owned
Good communication skill and learning attitude.
Ready to work on 24/7 support center.
Be a team player with ability to stretch (time-wise) when required
Willing to work in high-pressure environment
Skills in planning, organizing, and adapting within a multi-tasking environment.
Willing to work in night shifts

WORKING CONDITIONS AND PHYSICAL EFFORT:

Work is normally performed in a typical interior/office work environment.
No or very limited physical effort required.
No or very limited exposure to physical risk.

Delivering solutions that ensure information remains secure and trackable no matter how or where it travels, without hindering collaboration effectiveness, has been our mission for over eight years.

As an early and on-going innovator in Rights Management technology, we have now expanded our solution suite with an open, agile Data-Centric Security Platform. The cohesive Data-Centric Security framework also automates the protection of documents as they are discovered, classified, downloaded and shared, ensuring the sensitive information is consistently protected without impacting collaboration workflow.

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