Application Support Engineer

Project Role : Application Support Engineer


Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.


Must have skills : Microsoft 365


Good to have skills : Microsoft Endpoint Configuration Manager
Minimum
2 year(s) of experience is required


Educational Qualification : 15 years full time education


Summary:
As an Application Support Engineer, a typical day involves acting as a software detective by investigating and resolving issues across various components of essential business systems. This role requires a proactive approach to identifying problems, analyzing system behaviors, and ensuring smooth operation of critical applications. The position demands continuous monitoring, collaboration with different teams, and delivering timely solutions to maintain system reliability and performance in a dynamic work environment.


Roles Responsibilities:

Provide L2 support for Windows, macOS, and Android devices

Troubleshoot escalated issues (OS, application, device, connectivity)

Provide remote support for hybrid users using BeyndTrust Remote support tool

Support M365 and business applications (installation, performance, sync issues)

Perform RCA and problem management for recurring incidents

Manage endpoints via Intune / MDM tools

Ensure compliance with Incident, Problem, Change Management processes

Create/update KB articles and SOPs enable L1 teams

Technical Skills:
Mandatory:

Multi-platform troubleshooting (Windows / macOS / Android)

Endpoint management tools

M365 support (Outlook, Teams, OneDrive)

Networking basics (DNS, VPN)

Preferred:

Scripting (PowerShell / shell)

ITIL Foundation

Experience Qualification:

35+ years in desktop/endpoint support (L2)

Experience in enterprise / managed services environment

Key KPIs:

SLA adherence

RCA effectiveness

Reduction of repeat incidents

Customer satisfaction (CSAT)

Work Model:

24x7 / shift-based support

Hybrid environment (remote + office + mobile devices)

Role Summary:
Provide L2 support for desktop, remote, and mobile environments across Windows, macOS, and Android platforms. Own escalations, perform root cause analysis, and ensure SLA-driven incident resolution in a managed services environment.

Additional Information:

The candidate should have minimum 2 years of experience in Microsoft 365.

This position is based at our Bengaluru office.

A 15 years full time education is required.


Qualification 15 years full time education