Application Support Engineer / Analyst

Job Description:

Responsible for providing technical support and maintenance for software applications. This role involves troubleshooting issues, ensuring smooth operation of applications, and providing assistance to users. The Application Support Engineer will collaborate with various teams, including development, IT, and customer support, to resolve application-related problems and enhance user experience.

Key Responsibilities:
Incident Management:

• Respond to and resolve application-related issues reported by users.
• Track, prioritize, and document incidents using a ticketing system.
• Provide timely updates to users and stakeholders on the status of issues.

Troubleshooting and Problem Resolution:

• Diagnose and troubleshoot application problems, including software bugs, performance issues, and configuration errors.
• Utilize log files, monitoring tools, and other diagnostic resources to identify root causes.
• Collaborate with development teams to implement fixes and workarounds.

System Monitoring and Maintenance:

• Monitor application performance and availability using monitoring tools.
• Perform routine maintenance tasks, such as software updates, patches, and backups.
• Ensure applications meet security and compliance standards.

User Support and Training:

• Assist users with application-related questions and provide guidance on best practices.
• Develop and deliver training materials and sessions for end-users.
• Create and maintain user documentation, FAQs, and knowledge base articles.

Collaboration and Communication:

• Work closely with development, QA, IT, and customer support teams to address application issues.
• Participate in regular meetings to discuss application performance, upcoming releases, and support needs.
• Communicate effectively with both technical and non-technical stakeholders.

Continuous Improvement:

• Identify areas for process improvement and contribute to the development of support best practices.
• Participate in post-incident reviews and contribute to the development of preventive measures.
• Stay updated on industry trends and emerging technologies related to application support.

Benefits: It is recommended that employers include a general description of any health or compulsory benefits for compliance with Pay Transparency laws.

Skills:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 5-7 years of proven experience in application support, software troubleshooting, or a related technical support role.
• Strong understanding of software applications, databases, and operating systems.
• Proficiency in languages (e.g., .NET/C#, PowerShell) and SQL.
• Excellent problem-solving skills and attention to detail.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Experience with cloud platforms (e.g., Azure) and monitoring tools is a plus.

Key Competencies:

• Technical Expertise: Deep understanding of software applications, databases, and IT infrastructure.
• Analytical Skills: Ability to analyze complex issues and identify root causes.
• Communication: Clear and effective communication with both technical and non-technical stakeholders.
• Customer Service: Strong commitment to providing excellent user support and service.
• Teamwork: Collaborative approach to working with cross-functional teams.
• Adaptability: Ability to adapt to changing priorities and technologies.

Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.

Certifications & Licenses: Proficiency in languages (e.g., .NET/C#, PowerShell) and SQL