Application Support Engineer

Job Overview

We are seeking a skilled Application Support Engineer to deliver high-level technical assistance to enterprise customers. This role involves identifying, documenting, and resolving software issues post-installation, ensuring client systems operate smoothly.

Key Duties

• Receive and document software bugs identified after installation using a Bug Report Application within Lotus Notes.
• Provide a range of technical support including software installation, troubleshooting, and on-site demonstrations.
• Investigate and resolve software and hardware related problems efficiently.
• Engage customers with targeted questions to identify root causes swiftly.
• Monitor and manage issue resolution within agreed timeframes.
• Communicate step-by-step solutions to clients via phone, email, or chat until issues are resolved.
• Escalate unresolved problems to relevant internal teams such as software developers.
• Maintain accurate logs of all incidents and follow up to ensure IT system functionality post-troubleshooting.
• Prepare timely and precise reports; document technical knowledge through notes and manuals.
• Foster positive relationships with clients to ensure satisfaction and trust.

Required Qualifications and Experience

• A Bachelor's degree in Computer Science is mandatory.
• Proficiency in Internet Information Services (IIS), relational database management systems (RDBMS), and networking tools.
• Three to six years of experience in relevant technical roles.
• Hands-on experience with SQL, MySQL, C++ programming, IIS, and Active Directory.