Application Tech Support Practitioner
- Artech infosystem
- 20 Positions
- Noida, Gurugram
- 2 months ago
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Job Description
- Provide Level 1 (L1) Technical Support via the IT Service Desk.
- Engage with users to diagnose, troubleshoot, and resolve technical issues efficiently.
- Log, track, and document client interactions, incidents, and resolutions accurately in the ITSM tool.
- Escalate issues appropriately while ensuring adherence to defined processes.
- Collaborate with internal teams to enhance service delivery and improve the overall client experience.
- Maintain a customer-centric approach while working under high call volumes and time-sensitive escalations.
- Proficiency in Service Desk Management and incident management processes.
- Hands-on experience with ITSM tools such as:
- ServiceNow
- BMC Remedy
- Other ticketing systems
- Working knowledge of:
- Microsoft 365 (O365)
- MS Office Suite
- Active Directory
- General hardware and software troubleshooting
- Understanding of Service Level Agreements (SLAs) and the complete ticket lifecycle.
- Experience supporting remote users using remote troubleshooting and desktop tools.
- Primary Mode of Support: Voice-based support
- Additional Channels: Email, chat, and remote desktop tools
- Shift Coverage:
- 24x7 support environment
- 9.5-hour rotational shifts
- Flexibility to work across different shifts as per roster requirements
- Shift Coverage:
- 24x7 support environment
- 9.5-hour rotational shifts
- Flexibility to work across different shifts as per roster requirements
Application Tech Support Practitioner
Role Overview
As an Application Tech Support Practitioner, you will act as a critical bridge between clients and the systems or applications they rely on. Your role centers on understanding client needs, resolving technical issues with accuracy and efficiency, and ensuring that high-quality systems operate reliably at all times. Using strong communication and technical skills, you will deliver timely support that drives client satisfaction and operational excellence.
Roles & Responsibilities
Professional & Technical Skills
Technical Expertise
Employement Category:
Employement Type: Full timeIndustry: IT Services & ConsultingRole Category: Network / System AdministrationFunctional Area: Not SpecifiedRole/Responsibilies: Application Tech Support PractitionerContact Details:
Company: Artech InfosystemsLocation(s): Noida, Gurugram
Keyskills: technical support it service desk desktop support
Artech infosystem
Artech Infosystems Pvt. Ltd. Artech is a Global Provider of Workforce Solutions & IT Consulting Services. Having our Head Office at New Jersey and other locations are Noida, Bangalore, Pune, Hyderabad, & Chennai. Having global employee strength of 7000+.
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