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Application Support Engineer
Seclore
posted 5mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- 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
a)Operating systems - Windows Server/Windows Client / Linux
b)Expert Level understanding of Windows / Linux Server Concepts
c)Hands on experience in troubleshooting Windows / Linux OS and application related issues
d)Infrastructure technologies - AD, DNS, DHCP, etc
e)Good working knowledge of MS Office suite
f)Strong foundation of Networking Principles Good to have knowledge of
a)Operating system - MAC OS
b)Virtualization Technologies - Vmware / Hyper-V
c)Apache Tomcat and Apache Web Server
d)Knowledge of computer security procedures and protocol
a)Remote Deployment Tools like LANDesk, SCCM and other IT landscape Relational DB principles and methodologies - MS-SQL, Oracle
b)Antivirus Softwares
c)Knowledge of tools like Process Monitor, Process Explorer, Network monitor/Wireshark
EXPERIENCE:
- 2 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
- Required: Bachelor s Degree or Diploma in Computer Science
- Preferred: Industry Certifications like MCSE, MCP, RHEL Certifications, CCNA
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
- 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.
Employment Type: Full Time, Permanent
Read full job descriptionSeclore Interview Questions & Tips
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What people at Seclore are saying
Rating based on 2 Application Support Engineer
reviews
Anonymous · IT & Information Security
in Pune
Likes
Opportunity to connect with cross team
Dislikes
There is no hirearchy, so if you have issues with the tenured seniors, you will not survive because they practice 0 policies. They are expert in laying people off.
- Skill development - Poor
+5 more
Application Support Engineer salary at Seclore
reported by
9
employees
with 1-5
years exp.
₹6
L/yr - ₹14
L/yr
66%
more
than the average Application Support Engineer
Salary in India
View more details
What Seclore employees are saying about work life
based on 65 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Seclore Benefits
Submitted by Company
Career Growth Opportunities Compensation and Benefits Employee Health and Wellness Upskilling (Trainings, LinkedIn Learning etc)
Submitted by Employees
View more benefits 
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Seclore Mumbai Office Location
Mumbai, Maharashtra Office
Excom House Second Floor,
Plot No. 7 & 8
Off. Saki Vihar Road, Sakinaka
Mumbai – 400072
Mumbai, Maharashtra
400072
400072
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