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Junior Application Support Technician

Latest job opening in Indicia Worldwide | Junior Application Support Technician

Junior Application Support Technician

Indicia Worldwide ( MUMBAI, INDIA )

Job Description

Latest job opening in Indicia Worldwide for Junior Application Support Technician. This role will be part of the existing Application Support team, which consists of a number of employees across the globe. The team is ultimately responsible for the full provision of Application Support for Indicia Worldwide in the Print Management market in which this role will be a critical part.

The objective of the team is to be a best-of-service support function for Indicia Worldwide with the provision of support for both internal and external stakeholders. This support function is in the main for the exciting and challenging world of Application Support and not the industry standard Windows or Infrastructure support.

Skills set Required for this Job :
  • IT related qualification
  • Minimum of one year experience in a support environment (Preferred)
  • Knowledge and understanding of ITIL framework (Preferred)
  • Experience in a busy, diverse support environment
  • Ability to respond to requests within SLA periods
  • Experience supporting – troubleshooting and/or administration – the following systems is desirable (Print management technology, Procurement systems, Microsoft SQL, Microsoft 365 software) 
Job Responsibilities
  • Triage and initial provision of support for applications as deemed appropriate by the business (for example Sourcing Hub, Noosh and Brand Hub)
  • Provision of support updates to all users, suppliers, and accounts across Print Management segments
  • Assisting with the support of enterprise applications which are NOT just Microsoft Windows or Office – specifically in-house applications
  • Management of individual support requests assigned to the post-holder, ensuring SLA achievement
  • Escalation of support requests when required to the Team Leader and/or appropriate staff within the business
  • Identification and management of Service Improvements
  • Ensure stakeholders have a seamless experience when making support requests with clear and timely communication
  • Being a voice of the customer within the team and the business as a whole.
  • Basic configuration of applications (users) as required,
  • Investigate and troubleshoot as required any issues raised to the Application Support desk
  • Respond to queries either in writing or by telephone in a timely manner
  • Follow up with users to ensure the resolution of issues
  • Management of issues using Service Desk Management tool
  • Take part in a 24/5 shift structure to ensure support coverage is maintained for systems which work across the globe
  • Any other adhoc works as requested by the Team Leader, Global Application Support Manager and/or Global Head of IT
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Job Type: In Office Job Timing: Full Time

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