The Application Support Engineer will be responsible for providing technical support, troubleshooting, and maintenance for healthcare IT applications developed or deployed by Medimaze Solutions Pvt Ltd. This role involves diagnosing and resolving application-related issues, ensuring system stability, and working closely with development teams and end-users to enhance system performance. The ideal candidate should possess a strong technical background, excellent problem-solving skills, and a customer-focused mindset.
Key Responsibilities:
- Provide first and second-level support for in-house and third-party healthcare IT applications, diagnosing issues, and resolving technical problems.
- Monitor application performance and take proactive measures to prevent downtime or issues.
- Troubleshoot, analyze, and resolve application-related incidents, identifying root causes and implementing long-term fixes.
- Assist users by responding to queries and providing guidance on the proper use of applications.
- Document and track all issues using the company’s support ticketing system, ensuring timely resolution and communication with users.
- Escalate complex technical issues to the development team or third-party vendors as necessary.
- Continuously monitor the performance of healthcare IT systems and applications, identifying potential issues and mitigating risks.
- Ensure applications are patched, updated, and secure, working closely with IT and development teams to deploy updates and fixes.
- Conduct routine checks and performance tuning of applications to ensure they run efficiently.
- Follow incident management protocols and processes to ensure minimal disruption to business operations.
- Participate in root cause analysis and post-incident reviews to improve future performance and minimize downtime.
- Work closely with software development teams to resolve application bugs, suggest performance enhancements, and share feedback from end-users.
- Assist in testing application patches, upgrades, and new releases, providing feedback on potential issues or user impact
- Maintain detailed documentation of issue resolutions, support processes, and application configurations.
- Prepare reports on application performance, issue trends, and resolutions to be shared with management and relevant stakeholders.
- Identify opportunities for process improvements in application support, providing suggestions for improving efficiency, performance, and customer satisfaction.
- Stay updated with industry best practices, tools, and technologies to continually improve support and troubleshooting processes.
- Provide training to end-users and internal teams on the effective use of healthcare applications.
- Conduct knowledge-sharing sessions with peers to ensure alignment on troubleshooting techniques and issue resolutions.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- years of experience in application support, IT support, or technical support roles, ideally within a healthcare or IT environment.
- Strong knowledge of databases (e.g., MySQL, SQL Server, PostgreSQL) and the ability to query data for troubleshooting.
- Familiarity with application monitoring tools and incident management systems.
- Experience with operating systems such as Windows and Linux.
- Basic understanding of networking, cloud platforms (AWS, Azure), and server environments.
- Ability to diagnose and resolve complex application issues and identify root causes quickly.
- Strong communication skills, both verbal and written, for liaising with internal teams and external clients.
- Team-oriented, with the ability to work with developers, testers, and end-users to deliver high-quality support.
- Commitment to providing excellent customer service and ensuring end-user satisfaction.
- Familiarity with Agile development processes is a plus.
Job Location: Jaipur