Application Support Engineer Job in Cynosure Technologies Pvt. Ltd.

Job Description:

A good Application Support Engineer needs to have at least a working knowledge of software application configuration, database management, different operating systems. The selected candidate will help our customers, both online and onsite (if required), to implement the software effectively and efficiently for their organization and provide troubleshooting with day-to-day operational issues.
An Application Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments

Skills Required:

• BS degree in Information Technology, Computer Science or equivalent
• Proven working experience in enterprise technical support, IT support or as a technical engineer
• In-depth knowledge of the product that the engineer is supporting.
• Strong problem-solving skills
• Excellent client-facing skills
• Excellent written and verbal communication skills
• Must be Self-motivated, disciplined and a very good team player

Roles and Responsibilities:

• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Follow the SLA for issues with respect to the severity.