APPLICATION SUPPORT
Location: BGC
Work Set Up: Onsite
Work Schedule: Night Shift
Key Responsibilities
- Provide L1 application support for web-based platforms and business applications.
- Receive, acknowledge, analyze, and resolve support tickets within agreed SLA timelines.
- Perform initial troubleshooting of application issues, user access issues, data discrepancies, job failures, and system errors.
- Use SQL Server queries to validate data, investigate issues, and support application-level troubleshooting.
- Review application logs, error messages, and basic system behavior to identify possible causes of issues.
- Escalate complex technical issues to L2/L3 support, engineering, database, or infrastructure teams with complete documentation and initial analysis.
- Support incident management activities, including issue tracking, follow-ups, status updates, and closure documentation.
- Coordinate with customer support, operations, QA, and engineering teams to ensure timely resolution of reported issues.
- Assist in post-deployment validation, smoke testing, and basic release support activities.
- Monitor scheduled jobs, application alerts, dashboards, and reports to detect failures or abnormal behavior.
- Prepare clear documentation for known issues, troubleshooting steps, workarounds, and resolutions.
- Maintain accurate ticket notes, root cause summaries, and resolution details.
- Support basic IIS/web application checks under guidance from senior support or infrastructure teams.
- Assist in preparing recurring support reports, issue summaries, and operational metrics.
- Ensure a high level of customer satisfaction through timely communication and professional support handling.
- Perform other related support tasks as assigned.
Required Qualifications
- 2–3 years of experience in application support, technical support, production support, or software support.
- Working knowledge of Microsoft SQL Server, including writing basic to intermediate SQL queries.
- Basic understanding of .NET or C#-based web applications.
- Experience troubleshooting web application issues in a production or support environment.
- Familiarity with ticketing tools such as Jira, ServiceNow, Zendesk, Freshservice, or similar platforms.
- Ability to analyze logs, error messages, screenshots, user reports, and system behavior to identify issues.
- Good understanding of incident management, escalation processes, SLA tracking, and support documentation.
- Strong written and verbal communication skills.
- Customer-focused mindset with the ability to work collaboratively across teams.
- Willingness to work in shifting schedules, weekend support, or holiday coverage if required.
Preferred Qualifications
- Basic knowledge of Microsoft IIS web servers.
- Exposure to MongoDB or other NoSQL databases.
- Familiarity with REST APIs, JSON, XML, Postman, or API troubleshooting.
- Experience using monitoring or logging tools such as Grafana, Splunk, ELK, Datadog, Dynatrace, or similar platforms.
- Basic understanding of Git, code repositories, and release management processes.
- Exposure to cloud-based applications or SaaS platforms. Experience supporting clients or internal users in a B2B software environment.
Technical Skills
- SQL Server: Basic to intermediate querying, joins, fi lters, data validation, and issue investigation.
- .NET / C#: Basic understanding of application behavior, error handling, and web application support.
- Web Applications: Basic troubleshooting of application errors, access issues, browser issues, and user-reported defects.
- IIS: Basic awareness of application pools, services, logs, and web server behavior.
- Support Tools: Ticketing systems, monitoring dashboards, logs, and knowledge base tools.
- Documentation: Ticket updates, troubleshooting guides, known issue articles, and resolution notes.
