L1 L2 Application Support Engineer Ellucian Banner

Job highlights

• Bachelor s degree in Computer Science,Information Systems,or related field
• Bachelor s degree in Computer Science,Information Systems,or related field.
• Relevant Experience . (in Yrs) . 3-16yrs. Technical / Functional Skills . .

ob Title

L1 L2 Application Support Engineer Ellucian Banner

Role Overview

We are looking for an experienced L1 Application Support Engineer to join the Application Support Team at TCS.

This role will focus on providing first-level technical support to users of Ellucian Banner ERP and Student Information Systems.

Key responsibilities include handling user inquiries, resolving known technical issues, and ensuring customer satisfaction through effective communication and timely resolutions.

Relevant Experience

(in Yrs)

3-16yrs

Technical/Functional Skills

• Bachelor s degree in Computer Science, Information Systems, or related field

• Basic/Medium level understanding of Ellucian Banner Student

• Understanding of ITIL principles and incident management lifecycle

• Proficiency in MS Office and common tools (excel, outlook etc.)

• Knowledge of ticketing systems (Ivanti, ServiceNow, Jira, etc.).

• Excellent written and verbal communication skills to interact with users and other support teams

• Ability to provide excellent customer service and build positive relationships

• Excellent problem-solving, analytical, and communication skills

• Ability to work independently and manage multiple priorities under tight timelines (manage workload effectively to meet SLAs)

• Technical skills in debugging .net code, PL-SQL packages, Writing Queries, Providing raw data etc

• Revised with Banner Forms and Banner Entity Relationship Diagram

Good to Have:

• Ability to explain technical concepts to non-technical users

Roles & Responsibilities

L1/L2 will be the first line of support for Ellucian Banner SIS

• Act as the initial point of contact for users reporting issues with Banner Student and ensuring customer satisfaction through effective communication and timely resolutions.

• Provide daily, weekly reports on issues by status, age, and severities.

• Escalation Management: Escalate unresolved incidents to L3 development teams, providing detailed information and contributing to the resolution process.

• Identifying and logging problem tickets for enhancements

• Update knowledge base with new solutions, known errors and user guides

• Educating users on how to avoid recurring issues

• Banner Student L1/L2 Support role for P1 tickets will involve providing first-level technical support for critical, high-priority issues within Banner Student SIS. This includes:

  • triaging (perform initial diagnosis and step-by-step guidance for common issues/ basic tasks like login failure, UI errors, access problems etc.)

  • prioritizing

  • escalating (complex issues for L2/ L3 teams for details)

  • tracking (track escalated tickets and follow-up to ensure SLA compliance & resolution updates), incidents reported by users, ensuring timely resolution and adherence to service level agreements (SLAs)

  • Collaboration with other support teams (L2/L3) is crucial for complex issues

Generic Managerial Skills

No

Education

Bachelor s degree in Computer Science, Information Systems, or related field

Location

1. NCR

2. Nagpur

3. Indore

4. Bangalore