<br><br>About The Role<br> Ambit Software is looking for a detail-oriented Trainee Application Support Engineer to join our IT Infra & Tech Support team in Pune, India. This full-time role is ideal for recent graduates and candidates with up to 3 years of experience. The role involves managing first-level support tickets, communicating with clients, resolving issues, and escalating complex problems to the internal Level 2 (L2) team. This position requires technical proficiency, effective communication skills, and the ability to work in rotational shifts for 24/7 support coverage. <br><br>Key Responsibilities<br>- Support Ticket Management: Monitor and manage support tickets during assigned shifts, ensuring timely and accurate resolution of issues. <br>- Client Communication: Acknowledge and analyze client emails, providing clear guidance and relevant information to resolve first-level issues. <br>- Issue Resolution: Resolve straightforward issues directly and provide clients with helpful guides and information. <br>- Information Gathering: Request additional information from clients when necessary to accurately diagnose and resolve issues. <br>- Escalation and Follow-Up: Escalate complex issues to the internal L2 team and track progress to ensure prompt resolution. <br>- Documentation: Update ticket progress notes and contribute to knowledge base documentation for continuous improvement. <br>- Effective Communication: Maintain clear and professional communication with clients and internal team members. <br>- Shift Coverage: Work in rotational shifts to provide 24/7 coverage as required. <br><br>Required Skills and Experience<br>- Office 365 Support: Familiarity with Office 365 is preferred for freshers; for candidates with 1-3 years of experience, Level 1 (L1) Office 365 support experience is required. <br>- Technical Knowledge: Familiarity with Barracuda firewalls is required for candidates with 1-3 years of experience. For freshers, a general understanding of these technologies is preferable but not required. <br>- Communication Skills: Strong verbal and written communication skills, with the ability to convey technical information clearly. <br>- Team Coordination: Proven ability to work effectively in a team. <br>- Active Directory Domain Services (ADDS): Knowledge of Windows Domain forest, Domain controller, Active Directory services, group policies, Windows update services, certificate services, Azure AD connect, Exchange server is advantageous.
