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:
- 3–5+ 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.

15 years full time education

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com