Application Support Engineer

Key Responsibilities

• Provide L2 support for engineering technology applications across domains such as CAD,

design, simulation, GIS, plant engineering, piping, structural, civil, mechanical, electrical,

instrumentation, geotechnical, safety, and reliability.

• Support application installation, configuration, upgrade assistance, license validation, access

validation, and standard troubleshooting activities.

• Troubleshoot engineering application issues related to installation, licensing, access,

configuration, application launch, virtual desktop behaviour, user environment, and application

dependencies.

• Provide remote application troubleshooting support using approved remote support tools and

standard support procedures.

• Support engineering applications delivered through Azure Virtual Desktop based engineering

workspaces, including application availability, launcher behaviour, project/application mapping,

AD group-based access, virtual desktop image behaviour, licensing in virtual sessions, and user

profile/session-related issues.

• Validate application availability and visibility based on project assignment, application

entitlement, AD group membership, project-level access, and application-level access rules.

• Work closely with L1 support teams to resolve technical doubts, validate initial

troubleshooting, improve ticket quality, and guide standard support procedures.

• Review L1 escalations and ensure required information such as screenshots, logs, error details,

user details, application details, and troubleshooting steps are captured before progressing the

ticket.

• Help improve L1 SOPs, ticket templates, troubleshooting checklists, and Knowledge Base

articles to reduce repeat escalations.

• Raise, track, and follow up vendor support cases for application issues within L2 scope.
• Share required diagnostic information with vendors, including logs, screenshots, version

details, license details, system configuration, and troubleshooting steps already performed.

• Apply vendor-recommended fixes after required validation and approval, and document vendor

responses and resolutions in ServiceNow.

• Engage L3 or Lead / SME when issues require deeper technical ownership, RCA, risk review,

change planning, or business-critical intervention.

• Use ServiceNow or similar ITSM tools for incident, request, task, change, and knowledge

management activities.

• Ensure tickets are properly categorized, prioritized, updated, documented, and resolved within

agreed SLA timelines.

• Follow ITIL-aligned processes for incident management, request fulfilment, change

management, problem management, and knowledge management.

• Create, update, and maintain Knowledge Base articles, installation notes, configuration guides,

troubleshooting steps, known-error records, and workaround details.

• Troubleshoot standard and intermediate engineering application licensing issues involving

FlexLM/FlexNet, Sentinel, Autodesk, Bentley, AVEVA, Hexagon, SmartPlant License Manager,

AspenTech, Dassault/SolidWorks, and similar licensing platforms.

• Validate common application dependencies such as Oracle Client, SQL Server Client, ODBC

configuration, .NET runtime, middleware components, file permissions, user profile paths,

environment variables, and license server connectivity.

• Coordinate with application owners, project teams, infrastructure teams, identity teams, desktop

teams, packaging teams, DBAs, vendors, L3 engineers, and Lead / SME as required for issue

resolution.

• Use Power BI reports, ServiceNow dashboards, predefined SQL queries, license reports, and

application usage data to validate application inventory, license usage, incident trends, access

mapping, project/application visibility, and support status.

• Highlight recurring issues, data mismatches, access gaps, reporting gaps, and repeated

escalations to L3 or Lead / SME for further review.

• Support continuous improvement by identifying recurring operational issues, documentation

gaps, training needs, and opportunities to improve ticket handling and resolution quality.

---

Required Skills and Competencies

• Minimum 5 years of experience in engineering application support, enterprise application

support, desktop/application operations, or technical support.

• Good experience in remote application troubleshooting and supporting users across locations,

business units, or project teams.

• Working knowledge of ServiceNow or similar ITSM platforms.
• Good understanding of ITIL practices, especially incident management, request fulfilment,

change management, problem management, and knowledge management.

• Experience working with L1 support teams and guiding them on troubleshooting, ticket

handling, and documentation quality.

• Ability to troubleshoot standard and intermediate engineering application issues across

installation, licensing, access, configuration, virtual desktop behaviour, and application

dependencies.

• Ability to create clear and reusable Knowledge Base articles, SOPs, troubleshooting guides,

and support documentation.

• Ability to raise, track, and follow up vendor support cases.
• Experience with Azure Virtual Desktop, Citrix, VDI, or similar remote desktop/application

delivery platforms.

• Experience supporting application launchers within virtual desktop environments or controlled

application delivery platforms is preferred.

• Good understanding of Active Directory groups, entitlement management, project/applicationbased access models, and application visibility rules.
• Working knowledge of engineering application licensing technologies such as

FlexLM/FlexNet, Sentinel, and other vendor licensing platforms.

• Basic understanding of Oracle Client, SQL Server Client, ODBC, TNS configuration, database

drivers, ports, and connectivity troubleshooting.

• Ability to use Power BI reports and ServiceNow dashboards for operational validation, incident

reporting, license reporting, and data checks.

• Basic SQL knowledge is preferred.
• Awareness of .NET-based applications, configuration files, logs, services, and troubleshooting

methods is preferred.

• Ability to use AI tools for documentation, SQL assistance, troubleshooting support, scripting

assistance, and productivity improvement is preferred.

• Good communication, customer support, documentation, analytical thinking, problem-solving,

coordination, and follow-up skills.

---

Qualifications

• Bachelors degree or diploma in Computer Science, Information Technology, Engineering, or

related discipline.

• Minimum 5 years of relevant experience in engineering application support, enterprise

application support, desktop/application operations, or technical support.

• Experience supporting application installation, licensing, access, virtual desktop, and

troubleshooting issues.

• Experience in Oil & Gas, Energy, EPC, Engineering Design, Construction, Manufacturing,

Mining, Utilities, or asset-intensive industries is preferred.

• Experience with ServiceNow or equivalent ITSM tools is preferred.
• ITIL Foundation knowledge or certification is preferred.
• Experience supporting engineering applications from vendors such as Autodesk, Bentley,

AVEVA, Hexagon/Intergraph, AspenTech, ANSYS, Dassault, ESRI, Siemens, MathWorks, DNV,

Schlumberger, or similar vendors is preferred