Job details
Job type full-time
Full job description
Application support engineer
Reporting to the director of it, the application support engineer requires someone with exceptional technical knowledge and outstanding people skillsIt requires the ability to provide outstanding levels of service in a fast moving, constantly changing and flexible environmentThe ideal candidate will have a minimum of 2-5 years of proven success in enterprise application support and customer serviceA technical understanding of hardware, software, development and production support methodologies is desired.
A day in the life of the application support engineer: about the role:
Interact closely with operations, project manager, and client support to understand needs and develop requirements in order to implement and support customer facing applications.
Plan and perform application upgrades, evaluate and install patches and resolve application related problems.
Investigate and troubleshoot issues by determining root cause to remediate application issues and develop proactive measures to prevent future occurrences.
Centrally document, track, and monitor known application issues to ensure a timely resolution.
Adhere to change management procedures, including review, coordination, communication, implementation and follow-up procedures as they relate to discovery/client expectations and industry standard best practices.
Demonstrate the ability to work in a highly visible, fast paced environment with minimal supervision and major responsibility.
Serve as point of escalation, guidance, training, and mentoring to client support and others as needed.
Stay up-to-date with application best practices, relevant certifications where appropriate to drive maximum performance and value.
Centrally document systems designs, configurations, and troubleshooting guidance by writing and diagraming relevant information and creating faq’s/environmental handbooks/known issues.
Communicate updates and issues in a direct and timely manner via all communication modalities and in accordance with all applicable sla/slo’s.
Meet or exceed completion dates and requirements of projects and milestones.
Provide technical guidance/support, documentation and processes to internal clients for:
Mass migrations
Mass acquisitions
Email archive environments
Assist internal clients with other messaging systems as required.
Assist with other it tasks as required/assigned.
Maintain a general understanding of our industry and trends and a thorough understanding of all company products and services and technologies
Required qualifications - about you:
We are looking for candidates who possess the rare combination of the following achievements, skills and behaviors:
2-5 years of experience with enterprise application support and customer service
A proven ability to implement appropriate enterprise methodologies that ensure effective management of technical risk, smooth integration of products and dependencies, and system quality.
Experience with atlassian suite, workday erp and salesforce.
Experience with enterprise backup solutions such as commvault, veeam and/or netbackup
Experience with enterprise archive solutions such as veritas, proofpoint, hp nimble storage desired
Preferred
Has knowledge of commonly-used customer support concepts, practices, and procedures
Strong customer service focus
Understanding of sql administration and etl (extract, transform and load) concepts, tools and repositories
Windows and linux server administration experience desiredCentos, aix, and solaris.
Education
Bachelor`s degree in a computer science (or equivalent experience), with at least 4 years of experience in it or application support
Skills & personal characteristics:
Ownership
Care
Innovation
Why pros?
Pros culture and the truly extraordinary people who work here are at the very core of our successWe have a passion for what we do, and we won’t stop until we’ve delivered on our promisesWe’re committed to the success of our customersThat’s why we think harder and dream bigger – so our customers can go even further than they ever imagined possible.
This is a unique opportunity to join a company that has 30+ years of proven success with a long runway of more success.
Our people make pros stand out from the restIf you want to be a part of something truly extraordinary, come help us shape the future of how companies compete and win in their markets.
Work environment:
Most work activities are performed in an office or home-office environment and require little to moderate physical exertionWork activities may require periods of extended hours, critical deadlines and stressful situationsTo successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), comprehend business terminology, interpret numerical data.
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this jobThis job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
