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Application Support - Allied Application
0-3 years
Bangalore / Bengaluru
1 vacancy
Application Support - Allied Application
VSM Software
posted 18hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
About VSM Software
VSM Software (P) Ltd isan ISO certified company catering to the global needs of Pharma and Bankingindustries.
In both these verticals,we offer solutions and services in specific areas.
VSM has
- Strong founding team based in India and the US
- A great leadership team who come with high levels of educational qualifications and relevant industry experience
- Skilled and trained IT and Subject Matter professionals
We have a local presencein 5 countries and are further expanding our delivery reach.
About the team
The LR and L1 Support teams are critical components of IT services, focusing on providing frontline technical assistance to clients. The L1 Support team handles the initial point of contact, addressing common technical issues such as troubleshooting software and hardware problems, resetting passwords, and assisting with system access. The team is adept at resolving high-volume, low-complexity queries, ensuring smooth operations for users. Meanwhile, the LR (Level Resolution) team focuses on more complex issues that require in-depth analysis and technical expertise, often escalating cases that cannot be resolved by L1. Together, both teams ensure timely and effective support, maintaining system uptime and customer satisfaction.
Responsibilities of LRRole
- Diagnose the underlyingcause of recurring incidents.
- Coordinate with othersupport teams to develop long-term solutions.
- Work closely withdevelopers to resolve bugs and suggest improvements.
- Test patches or updatesbefore they are released to production.
- Analyze incident trendsto minimize future occurrences.
- Ensure properdocumentation of resolutions for knowledge sharing.
- Ensure timely resolutionof issues based on Service Level Agreements (SLAs).
- Provide detailed reportson incidents and solutions for management reviews.
- Continuously updateinternal processes to improve efficiency.
- Create and updatetechnical documentation and knowledge bases.
Responsibilities of L1 Role
- Act as the first point ofcontact for users or customers through phone, chat, or email.
- Log incidents or servicerequests in the ticketing system.
- Diagnose and resolvesimple technical issues (e.g., password resets, connectivity issues).
- Escalate unresolvedissues to L2 support when needed.
- Monitor systems andnetworks for alerts and errors.
- Ensure timely response toservice disruptions or outages.
- Provide instructions andFAQs for common issues.
- Maintain detailed recordsof tickets and resolutions.
- Keep customers informedabout the status of their requests.
- Escalate incidents to theappropriate teams (e.g., L2, L3) as per SLAs.
Employment Type: Full Time, Permanent
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What people at VSM Software are saying
Application Support salary at VSM Software
reported by
2
employees
₹2.5
L/yr - ₹3.2
L/yr
35%
less
than the average Application Support Salary in India
View more details
What VSM Software employees are saying about work life
based on 36 employees
Flexible timing
Monday to Friday
No travel
Day Shift
VSM Software Benefits
Job Training 
Health Insurance 
Work From Home 
Education Assistance 
Soft Skill Training 
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