Application Support Engineer - SaaS Consultant

Consultant

Job Profile: Consultant - SaaS/Application Support Engineer

Expected Experience 4-6 Years
Location: Bangalore/Gurugram/Noida 

Job Description:
We are seeking an enthusiastic and proactive Application Support Engineer to join our IT support team as a fresher. This role is tailored for recent graduates who are eager to learn and support the implementation and management of SaaS applications, with a particular focus on Single Sign-On (SSO) implementation and user management tasks. The ideal candidate will have a basic understanding of programming and IT principles and be willing to expand their knowledge in application support operations.

Key Responsibilities:

1. Technical Support:
   • Assist in providing technical support to customers or employees through various channels such as phone calls, email, or helpdesk software.
   • Participate in diagnosing and troubleshooting issues related to SaaS and Commercial Off-The-Shelf (COTS) applications under guidance from senior team members.
2. SSO Implementation and User Management:
   • Support the implementation of Single Sign-On (SSO) for our SaaS solutions.
   • Assist in managing user access and permissions, ensuring secure and efficient user management practices.
   • Collaborate with senior team members to ensure successful integration and deployment of SSO configurations.
3. Incident Management:
   • Support the logging and management of service requests using the ServiceNow ticketing system.
   • Learn to monitor incidents and prioritize them with help from the team.
4. System Maintenance and Monitoring:
   • Assist in monitoring application performance and identifying potential issues.
   • Participate in routine application maintenance tasks with guidance from experienced colleagues.
5. Automation, Scripting, and Code Enhancement:
   • Learn and assist with developing and troubleshooting Python and C# scripts for automating tasks.
   • Collaborate with the team on improving existing automation scripts.
6. SQL Queries:
   • Learn to write and modify basic SQL queries to retrieve data.
   • Assist in troubleshooting database-related issues under supervision.
7. Code Version Management:
   • Get familiar with code version management practices using GitHub Enterprise with guidance from the team.
8. Cloud Knowledge:
   • Learn to utilize and understand the basics of Azure cloud services and SaaS.
9. Process Management and Improvement:
   • Help streamline IT support processes and learn to provide input for process enhancements.
   • Participate in projects aimed at improving support operations.
10. Training and Documentation:
    • Help create and update technical documentation, including FAQs and knowledge base articles.
    • Assist in conducting training sessions for users and team members with the support of senior colleagues.
11. Collaboration:
    • Work closely with other Support team members to ensure knowledge transfer and collaboration on support tasks.
    • Participate in team meetings to learn from insights and feedback.

Requirements:

• Recent graduate or fresher with a degree in Information Technology, Computer Science, or a related field.
• Basic understanding of programming languages such as Python or C#.
• Familiarity with SQL queries and basic database concepts.
• Understanding SaaS solutions and SSO implementation principles.
• Interest in Learning and dealing with Support Tasks such as user management tasks and security SSO implementation practices.
• Good communication skills, both written and verbal.
• Strong willingness to learn and proactive approach to problem-solving.
• Ability to work well in a team environment and collaborate with others.
• Basic knowledge of cloud platforms, such as Azure, is beneficial but not mandatory.

Key Responsibilities:

1. Technical Support:

• Provide technical support to customers or employees via various channels including in-person interactions, phone calls, email, or helpdesk software.
• Diagnose and troubleshoot issues related to SaaS and COTS applications, ensuring minimal disruption to users.
• Act as a liaison between end-users and higher-level support or development teams when necessary.

2. Incident Management:

• Respond promptly to customer or user-reported issues ensuring efficient and effective resolution.
• Log all service requests and document their resolutions in the ServiceNow ticketing system to maintain accurate and up-to-date records of incidents and solutions.
• Monitor and prioritize incidents based on impact and urgency, providing timely updates to stakeholders.

3. System Maintenance and Monitoring:

• Continuously monitor application performance to proactively identify and resolve potential issues.
• Perform routine application maintenance tasks, such as software updates and backup operations, to maintain optimal performance and integrity.
• Develop and implement monitoring tools and alerts to quickly identify and address application anomalies.

4. Automation, Scripting, and Code Enhancement:

• Assist the team in developing, testing, and troubleshooting Python and C# scripts used for automating various tasks and processes.
• Collaborate on creating new automation scripts and improving existing ones to enhance efficiency.
• Investigate issues within existing codebases and implement enhancements to improve functionality and performance.
• Utilize Azure Functions to develop and manage cloud-based automation solutions.

5. SQL Queries:

• Write, modify, and optimize complex SQL queries to retrieve and manipulate data as required.
• Troubleshoot and resolve database-related issues, ensuring data integrity and optimal performance.

6. Code Version Management:

• Manage and track code versions using GitHub Enterprise.
• Collaborate with development teams to ensure proper code integration and deployment practices.

8. Process Management and Improvement:

• Help manage and streamline existing IT support processes to maximize efficiency and user satisfaction.
• Provide recommendations for process enhancements based on best practices and feedback from users and team members.
• Lead and participate in projects aimed at improving support operations and services, ensuring timely and successful completion.
• Drive project deliverables, ensuring they are completed on-time and meet quality standards.

9. Training and Documentation:

• Create, update, and maintain comprehensive technical documentation, including FAQs, knowledge base articles, user manuals, and training materials.
• Conduct training sessions and provide guidance to users and team members on IT procedures, fostering a knowledgeable and self-sufficient user base.

10. Collaboration:

• Work closely with other IT team members and cross-functional departments to ensure seamless knowledge transfer and collaboration.
• Collaborate with different infrastructure teams to support and maintain complex IT environments.
• Actively participate in team meetings, providing insights and feedback to improve overall support practices.

Requirements:
Recent graduate or fresher with a degree in Information Technology, Computer Science, or a related field.

• Basic understanding of programming languages such as Python or C#.
• Familiarity with SQL queries and basic database concepts.
• Understanding SaaS solutions and SSO implementation principles.
• Interest in Learning and dealing with Support Tasks such as user management tasks and security SSO implementation practices.
• Good communication skills, both written and verbal.
• Strong willingness to learn and proactive approach to problem-solving.
• Ability to work well in a team environment and collaborate with others.
• Basic knowledge of cloud platforms, such as Azure, is beneficial but not mandatory.

 

• Preferred Skills
• Achievement orientated, creative thinker and enthusiastic.
• Open-minded, effective communicator
• Excellent presentation skills and organization skills
• Self-motivated, ability to pick things up quickly. Proactive problem solving

Experience Level

Entry Level