Application Support Engineer Job (Part time)

The engineer applications support is a specialist role that requires a deep understanding of the supported applications, and an ability to analyze issues, identify resolutions, and communicate clearly. The primary focus for this position is assisting users through resolving their queries or issues, raised using the organization s ticketing platform or other supported channels. For issues that require deeper technical knowledge or access to code, this role will initially escalate the tickets to higher levels of support but is expected to acquire technical skills and be able to support at all levels in due course.

Key responsibilities:

1. Receive issues and requests through the organization s ticketing system
2. Log tickets when issues are reported through alternate supported channels
3. Ensure timely incident acknowledgment and response
4. Carry out classification of support tickets and prioritize for resolution
5. Provide functional clarification and responses to the end users queries
6. Work on issue analysis and timely closure of tickets, within defined turnaround times
7. Work on issue investigation and resolution (or workarounds) through querying the databases
8. Forward identified bug reports to next level of support and provide functional workarounds to the users

Desired qualifications and experience:

1. Ability to quickly learn the features and functionality of applications
2. Ability to query databases and use tools to guide users in resolving issues
3. 1-2 years of overall experience in a professional services organization, with primary focus on using and working with IT systems
4. Experience in a customer facing IT support role
5. Excellent written, presentation, and oral communication skills

Education and other attributes:

1. Bachelor's degree in engineering or computer science or a related field
2. Knowledge of automotive sales and business processes desirable
3. Strong customer service orientation
4. Analytical, troubleshooting, and problem-solving skills
5. Focus on maintaining detailed documentation
6. Experience working in a team-oriented, collaborative environment
7. Must be proficient in MS Office tools like Word, Excel, and PowerPoint
8. Able to work in assigned shifts, with structured handovers at the start and end of shift

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