Job Vacancy For L2 Application and Database Support Engineer

• The successful candidate will join our team as a Level 2 Application Support Engineer in the IT department.
• (S)He will report to the Application Support Lead and will be responsible for managing the resolution of application and system issues that arise across a business.
• (S)He will primarily be responsible and accountable for the performance of all applications within the IT ecosystem. The individual will also provide timely support for the daily operation of business applications.

• Must provide application support 24X7.
• Collect customer requests and data.
• Attend to customer phone calls.
• Respond to user emails promptly.
• Must ensure all application downtime or service downtime has RCA and also all preventive and correction action in the RCA implemented.
• Possessing specialist knowledge of operating systems, devices, applications, and software
• Assisting with systems integrations 8. Maintaining and updating technical documents and procedures
• Identifying and resolving technical issues
• Preparing maintenance plans and upgrading schedules for the organization's systems
• Sharing of daily health status of all critical applications in IT ecosystem.
• Provide timely and high-quality L1 and L2 support for all AT applications.
• Escalate L3 support requests to vendors, IT leadership and other business stakeholders or Developers as necessary, track issue through to completion.
• Develop recommendations for application enhancements using comprehensive reporting and results of trend analysis identifying user issues.
• Build and maintain ownership of knowledge base for commonly encountered issues within applications.
• Under the direction of the Service management Lead develop, implement, and enforce workflows to streamline application support.
• Author and oversee all technical documentation necessary to facilitate usage and adoption of applications, including user and admin guides; routinely review documentation to ensure accuracy.
• Level 2 personnel take queries from Level 1.
• In-depth troubleshooting and backend analysis
• Reviews the work order from a Level 1 specialist to determine how much support was provided, what the client issue is, and how long the client has worked with the Level 1 agent.
• Communicates with the user for an in-depth analysis of the problem before providing a solution.
• In-depth training to end users.

• Extensive experience in same or similar position.
• ITIL certification is an advantage.
• Bachelor's degree in computer science engineering (or related technical discipline)
• 2-4 years of relevant experience in end user support technical customer support with a strong customer interaction experience
• Good debugging skills
• Have must some programming skills as well as SQL.
• Passion to be a part of a hardworking and winning team.
• Willing to work in a 24x7 environment and provide weekend coverage.
• Ability to multitask in a fast-paced environment.
• Excellent ability to learn and articulate software-related and technical concepts.
• Strong active listening skills and excellent written and oral communications skills
• Excellent Customer Service Orientation
• Strong attention to detail when communicating with customers (verbal & written)
• Ability to empathize with customers and convey confidence.
• Strong documentation skills
• Working knowledge of SQL, Java related technologies.

• Must provide application support 24X7.
• Collect customer requests and data.
• Attend to customer phone calls.
• Respond to user emails promptly.
• Must ensure all application downtime or service downtime has RCA and also all preventive and correction action in the RCA implemented.
• Possessing specialist knowledge of operating systems, devices, applications, and software
• Assisting with systems integrations
• Maintaining and updating technical documents and procedures
• Identifying and resolving technical issues
• Preparing maintenance plans and upgrading schedules for the organization's systems
• Sharing of daily health status of all critical applications in IT ecosystem.
• Provide timely and high-quality L1 and L2 support for all AT applications.
• Escalate L3 support requests to vendors, IT leadership and other business stakeholders or Developers as necessary, track issue through to completion.
• Develop recommendations for application enhancements using comprehensive reporting and results of trend analysis identifying user issues.
• Build and maintain ownership of knowledge base for commonly encountered issues within applications.
• Under the direction of the Service management Lead develop, implement, and enforce workflows to streamline application support.
• Author and oversee all technical documentation necessary to facilitate usage and adoption of applications, including user and admin guides; routinely review documentation to ensure accuracy.
• Level 2 personnel take queries from Level 1.
• In-depth troubleshooting and backend analysis
• Reviews the work order from a Level 1 specialist to determine how much support was provided, what the client issue is, and how long the client has worked with the Level 1 agent.
• Communicates with the user for an in-depth analysis of the problem before providing a solution.
• In-depth training to end users.

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