L2 Application Support Engineer
Noida, Uttar Pradesh, India · Full Time
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- Experience
- 1–2 yrs
- Salary
- —
- Openings
- 1
- Posted
- 5 hours ago
- Work mode
- In office
- Education
- B.Tech/B.E./B.C.A./Diploma
- Eligibility
- Candidates with B.Tech/B.E. in any specialization, B.C.A. in any specialization, or a diploma in any specialization are eligible to apply.
- Resume
- Required to apply
Where you'll work
Job description
About Optimum Info
Optimum Info is dedicated to continuous innovation and development of software solutions tailored for the Network Development and Field Operations sectors within the Automotive, Power Sports, and Equipment industries. Their comprehensive, integrated solutions ensure customers experience seamless functionality that enhances their productivity and organizational impact. The company places strong emphasis on excellence in customer service and employee empowerment, fueling their growth trajectory while offering significant opportunities for professional development and managing critical business solutions.
Position Overview
The role of L2 Application Support Engineer demands a thorough understanding of the applications supported, along with the capacity to analyze problems, provide solutions, and communicate effectively. This position primarily involves assisting users by addressing their problems or inquiries submitted through the organization's ticketing system or other approved communication channels. While complex technical issues may be escalated to higher support tiers, the goal is to develop the necessary skills to independently handle issues at all levels over time. Additionally, the role includes verifying resolutions in pre-production and production environments.
Key Duties
- Manage and respond to issues and requests received via the company’s ticketing platform.
- Create tickets for issues reported through alternate methods.
- Acknowledge incidents promptly and respond within established timelines.
- Classify and prioritize support tickets to ensure effective resolution.
- Provide clear functional explanations and solutions to user inquiries.
- Investigate issues, aiming for quick diagnosis and resolution within prescribed time limits.
- Analyze issues by querying databases to identify solutions or temporary workarounds.
- Report identified software bugs to higher support levels while offering interim solutions to users.
- Escalate tickets appropriately when higher technical expertise is required.
- Support senior level teams during issue resolution by coordinating with users.
- Maintain detailed documentation of solutions to build an internal knowledge base.
Candidate Qualifications and Experience
- Quick adaptability to learn and understand application functionalities.
- Proficient in querying databases and using relevant tools to assist users.
- 1 to 2 years of professional experience, preferably in IT service environments focusing on IT systems.
- Proven experience interfacing directly with customers in IT support roles.
- Strong communication skills, including written, verbal, and presentation capabilities.
- Experience working with the .NET framework (C#), jQuery, Bootstrap, and SQL Server, or expertise in web application testing.
- Familiarity with public cloud services, especially Microsoft Azure, is advantageous.
Educational Requirements
- Bachelor’s degree in Engineering, Computer Science, or a related discipline.
Additional Qualities
- Knowledge of automotive sales and business workflows is preferred.
- Dedicated to delivering outstanding customer service.
- Strong analytical, troubleshooting, and problem-solving abilities.
- Emphasis on thorough documentation practices.
- Experience thriving in team-based, collaborative settings.
- Competent in Microsoft Office applications such as Word, Excel, and PowerPoint.
- Flexibility to work assigned shifts, including organized handovers at shift changes.