We are seeking a skilled Application Support Engineer / Technical Support Engineer with strong experience in providing L1 and L2 technical support for international clients. The ideal candidate will have expertise in troubleshooting application and operating system issues across Windows and macOS environments, along with excellent communication skills and a customer-centric approach.

Key Responsibilities :

- Provide L1 and L2 application support for accounting and finance-related software applications.

- Troubleshoot and resolve software installation, configuration, upgrade, and uninstallation issues.

- Diagnose and resolve application, operating system, and performance-related issues on Windows and macOS platforms.

- Analyze system logs, identify root causes, and provide effective solutions to end users.

- Handle customer queries through voice, email, and ticketing systems while maintaining high service standards.

- Collaborate with internal teams and escalate complex technical issues when required.

- Create and maintain knowledge base articles, troubleshooting guides, training materials, and escalation documentation.

- Monitor support tickets, ensure timely resolution, and maintain adherence to SLAs.

- Deliver a high level of customer satisfaction through effective issue resolution and communication.

Required Skills & Experience :

- Minimum 5 years of experience in Application Support, Technical Support, or IT Helpdesk roles.

- Strong hands-on experience with Windows and macOS troubleshooting.

- Experience providing L1 and L2 support in a BPO, KPO, Technical Support, or IT Services environment.

- Experience supporting international or US-based clients.

- Knowledge of accounting applications and finance domain support.

- Excellent verbal and written English communication skills.

- Strong analytical, problem-solving, and troubleshooting abilities.

- Ability to work independently in a fast-paced support environment.

Preferred Skills :

- Experience supporting financial or accounting software applications.

- Understanding of operating system logs, application logs, and incident management processes.

- Customer-focused mindset with strong stakeholder management skills.

- Experience creating support documentation and knowledge management content.

Mandatory Requirements :

- Excellent English communication skills with prior Voice Support experience.

- Minimum 3 - 4 years of experience supporting International/US clients.

- Hands-on troubleshooting experience with both Windows and macOS environments.

- Willingness to work in the US EST Shift (6:30 PM - 3:30 AM IST).