Application Support Engineer
Internshala
About the job
Company - Sharc HireLocation - Andheri, Mumbai (On Site)Experience - 1 to 3 yearsBudget - 4lpa to 6lpaIMMEDIATE JOINERS PREFERRED Key Responsibilities:Issue Management & Ticketing Acknowledge and log user queries received via phone, email, or support portal. Create, categorize, and prioritize support tickets appropriately. Monitor the full lifecycle of tickets, ensuring timely resolution within agreed SLAs. Escalate unresolved or critical issues to appropriate internal teams.Troubleshooting & Root Cause Analysis Diagnose and replicate reported issues in test environments. Analyze system behavior, logs, and data to identify root causes. Coordinate with product, development, and QA teams to confirm and resolve issues.Client & Stakeholder Communication Act as the primary contact for assigned client issues and feature requests. Provide regular updates and maintain transparent communication with both internaland external stakeholders. Clearly articulate timelines, dependencies, and any additional effort or costimplications.Training & Onboarding Support onboarding of new users by setting up accounts and conducting training. Deliver ongoing training sessions to enhance product adoption and usercompetence. Help users understand product features, workflows, and calculations relevant to theirroles.Documentation & Knowledge Management Document issues, resolutions, FAQs, and best practices for internal knowledgesharing. Prepare and maintain business requirement documents (BRDs), user manuals, andsupport records. Maintain audit-ready documentation and provide evidence during internal or externalreviews.Product & Change Request Support Capture enhancement requests or change requirements based on user feedback. Collaborate with internal teams to scope and plan new features. Track and communicate progress of approved changes to clients.Infrastructure & Installation Support Assist clients with software installation, configuration, and infrastructure-relatedqueries. Coordinate with internal tech teams to resolve environment-specific issues. Required Qualifications/Skills
- Bachelor's degree (B.E, B.tech, BSc IT, BCA, B.Com or above) with 0-2 years of workexperience as Application support2. Basic documentation/presentation3. Good communication and interpersonal skills4. Analytical thinking and problem-solving capability5. Good Excel knowledge
Desired Qualifications Previous experience working in the Software Services domain, preferably for BFSI sector
Who can apply
Only those candidates can apply who
- have minimum 1 years of experience
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