Trainee Application Support Engineer

Job Category: IT Infra & Tech Support
Job Type: Full Time
Job Location: Pune
No. of Positions: 2
Experience: 0-3 years
Skills: Application support L1 Application Support O365
Education: BE/MCA/M.sc
Job Summary:

We are seeking a detail-oriented Trainee Application Support Engineer to join our team. This role involves handling first-level support tickets and client communications, focusing on resolving issues and performing initial analysis. The resource needs to escalate more complex problems to the internal Level 2 (L2) team as needed. The position requires effective communication, technical proficiency, and the ability to work in rotational shifts to ensure 24/7 support coverage.

Key Responsibilities:

Support Ticket Management: Monitor and manage support tickets during assigned shifts, ensuring timely and accurate resolution of issues
Client Communication: Acknowledge and analyze client emails to identify and understand issues. Provide clear guidance and relevant information to resolve first-level issues
Issue Resolution: Resolve straightforward issues directly and provide clients with helpful guides and information
Information Gathering: Request additional information from clients when necessary, to accurately diagnose and resolve issues
Escalation and Follow-Up: Escalate complex issues to the internal L2 team and track the progress of these escalations to ensure prompt resolution
Documentation: Update ticket progress notes and contribute to the knowledge base documentation to support continuous improvement
Effective Communication: Maintain clear and professional communication with both clients and internal team members
Shift Coverage: Work in rotational shifts to provide 24/7 coverage as required
Required Skills and Experience:

Office 365 Support: For the fresher role, familiarity with Office 365 will be preferred; for 1-3 years of experience, Level 1 (L1) Office 365 support is required, including proficiency in creating and managing email accounts, setting up and administering distribution groups, handling email forwarding, resetting passwords, managing shared mailboxes, configuring Outlook, and performing mailbox backups and restores.
Technical Knowledge: Familiarity with Barracuda firewalls for the 13-year role. For fresher candidates, a general understanding of these technologies is preferable but not required.
Communication Skills: Strong verbal and written communication skills, with the ability to convey technical information clearly.
Team Coordination: Proven ability to work effectively in a team.
Active Directory Domain Services (ADDS): Knowledge in Windows Domain forest, Domain controller, Active Directory services, group policies, Windows update services, certificate services, Azure AD connect, Exchange server.