L2 Application Support Engineer - Ticketing System (1-2 yrs)

Job Description :

At Optimum Info, we are continually innovating and developing a range of software solutions empowering the Network Development and Field Operations professions in the Automotive, Power Sports and Equipment industries. Our integrated suite of comprehensive solutions provides a seamless and rich experience to our customers, helping them become more effective at their work and create an impact on the organization.

Our sharp cultural focus on outstanding customer service and employee empowerment is core to our growth and success. As a growing company, we offer incredible opportunities for learning and growth with opportunity to manage high-impact business solution.

Position Overview :

The Engineer - Applications Support is a specialist role that requires deep understanding of the supported applications, an ability to analyze issues and identify resolutions and to 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. When issues are resolved, this role will participate in validating the resolution in pre-production and production environments.

Key Responsibilities :

- Receive issues and requests through the organization's ticketing system. (Log tickets when issues are reported through alternate supported channels).

- Timely Incident acknowledgement and response.

- Carry out classification of support tickets and prioritize for resolution.

- Providing functional clarification and responses to the end users' queries.

- Issue analysis and timely closure of tickets, within defined turnaround times.

- Issue investigation and resolution (or workarounds) through querying the databases.

- Forward identified bug reports to next level of support and provide functional workarounds to the users.

- Ticket / case escalation to the next level of support, as necessary.

- Assist the next level of support in issue resolution by coordinating with end users.

- Document the resolutions provided, to build a knowledge base over a period of time.

Desired qualifications and experience :

- Ability to quickly learn the features and functionality of applications.

- Ability to query databases and use tools to guide users in resolving issues.

- 1-2 years' overall experience in a professional services organization, with primary focus on using and working with IT systems.

- Experience in a customer facing Application support role.

- Excellent written, presentation, and oral communication skills.

- Experience with .NET framework using C# language, jQuery, Bootstrap and SQL Server OR web application testing.

- Exposure to any public cloud environment, preferably Azure.

Education :

- Bachelor's degree in engineering or computer science or a related field

Other Attributes :

- Knowledge of automotive sales and business processes desirable

- Strong customer service orientation

- Analytical, troubleshooting, and problem-solving skills

- Focus on maintaining detailed documentation

- Experience working in a team-oriented, collaborative environment

- Must be proficient in MS Office tools like Word, Excel, and PowerPoint

- Able to work in assigned shifts, with structured handovers at start and end of shift