We are looking for a highly motivated and skilled L2 Application Support Specialist with 3-4 years of experience and will have hands-on experience in application support, incident management, and configuration of support platforms such as Zoho Desk, CRM and ServiceNow. Additionally, strong technical expertise in .NET technologies, APIs, and SQL Server is required to effectively troubleshoot and enhance application performance. This role will focus on providing support for our internal and external users, ensuring seamless service delivery and resolving technical issues effectively.Key Responsibilities:• Provide Level 2 support for application-related issues, primarily using Zoho Desk, CRM and IT Service desk to troubleshoot and resolve user-reported problems.• Develop, enhance, and maintain web applications using .NET, ASP.NET Core and SQL Server.• Serve as the main point of contact for escalated tickets from L1 support, ensuring that issues are diagnosed, prioritized, and resolved promptly.• Assist in identifying, analyzing, and resolving application bugs, system errors, and user queries in Zoho Desk.• Collaborate with cross-functional teams to ensure smooth integration and functionality of the application.• Monitor and track ticket status, providing timely updates to end users and ensuring customer satisfaction.• Perform root cause analysis and implement preventive measures.• Handle API integrations and issue resolution, optimize SQL Server queries for performance and efficiency.• Participate in system upgrades, patches, and new releases, ensuring that they are successfully deployed with minimal disruption.• Maintain SLA (Service Level Agreement) adherence for ticket resolution and ensure timely delivery of resolutions.
3-4 years of experience in application support, preferably with Zoho Desk, IT service Desk or other similar ticketing tools.• Hands-on experience in .NET, ASP.NET Core, Web APIs, SQL Server and C# development.• Strong troubleshooting skills and the ability to identify and resolve issues efficiently.• Knowledge of incident management and ITIL processes.• Strong communication skills, both written and verbal, to interact with internal teams and end users.• Ability to work in a fast-paced, customer-focused environment, managing multiple tasks while consistently delivering excellent support.
