Applications Support Specialist - Triage

Job Description As a Technical Support Specialist, your primary role will be to provide technical support and maintenance for software applications. You will play a crucial role in ensuring the smooth operation of business-critical systems by troubleshooting issues, responding to user inquiries, and collaborating with development and infrastructure teams to resolve problems and implement improvements. Your responsibilities will include: - Providing day-to-day support for internal or customer-facing applications and troubleshooting and resolving application issues, escalating when necessary. - Monitoring and triaging incoming software incidents from internal teams, end users, and automated systems. - Classifying and prioritizing issues based on severity, impact, and urgency, escalating critical issues when necessary. - Performing initial investigations of reported issues, replicating bugs where possible to gather diagnostic information. - Examining logs, error messages, and performance data to identify potential root causes. - Maintaining detailed records within the incident management system, documenting status, ownership, and progress for each issue. - Collaborating with development, support, and system administrator teams to coordinate resolution efforts. - Supporting applications during after-hours, weekends, holidays, or in shifts when necessary. Qualifications required for this role include a Bachelor's degree (B.Sc., B.E., B.Tech., etc.) in computer science, information technology, or a related field. Please note that this is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities. As a Technical Support Specialist, your primary role will be to provide technical support and maintenance for software applications. You will play a crucial role in ensuring the smooth operation of business-critical systems by troubleshooting issues, responding to user inquiries, and collaborating with development and infrastructure teams to resolve problems and implement improvements. Your responsibilities will include: - Providing day-to-day support for internal or customer-facing applications and troubleshooting and resolving application issues, escalating when necessary. - Monitoring and triaging incoming software incidents from internal teams, end users, and automated systems. - Classifying and prioritizing issues based on severity, impact, and urgency, escalating critical issues when necessary. - Performing initial investigations of reported issues, replicating bugs where possible to gather diagnostic information. - Examining logs, error messages, and performance data to identify potential root causes. - Maintaining detailed records within the incident management system, documenting status, ownership, and progress for each issue. - Collaborating with development, support, and system administrator teams to coordinate resolution efforts. - Supporting applications during after-hours, weekends, holidays, or in shifts when necessary. Qualifications required for this role include a Bachelor's degree (B.Sc., B.E., B.Tech., etc.) in computer science, information technology, or a related field. Please note that this is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.