Level II Application Support - Remote
US Citizen
Position Responsibilities
- Triage of single user issues to gather data, replicate the experience and document findings for further troubleshooting
- Troubleshoots and provides solutions for technical questions and issues or routes to appropriate escalation group
- Maintains an understanding of the functional aspects of the application(s) from a business and user perspective including : purpose, capabilities, limitations and use within the business
- Performs UAT and QA functions for new software releases as time permits
- Effectively uses all support tools available and demonstrates knowledge of available resources
- Participates in operations calls, reporting current trends / issues to drive continuous improvement of process and user experience
- Updates ticketing system with accurate information in a timely manner to maintain or improve upon SLAs
- Creates and maintains technical documentation that can be used by service desk to resolve user escalations upon first contact or used by end users directly
- Identifies opportunities to shift the resolution of user issues to the closest level of first contact
- Rotation shifts for on-call and weekend support required
- Ability to work flexible hours / schedules during times of increased business activity
- Onboarding of new processes, procedures, related to new applications and services by partnering with project / product leadership to ensure repeatable predictable outcomes for Operations support team members
- Provide time critical updates to I.T., business, and vendor contacts during and after major incident response
Knowledge Preferred
- Experience handling incidents and service requests in a 24 / 7 production environment
- Hands on experience with ServiceNow or other ITSM tools
- ITIL service management principles, LEAN or Six Sigma training a plus
- Proficient in Microsoft Office suite and Google suite
- Understanding of local and wide area networks, protocols and simple network troubleshooting in a multitiered, load-balanced environment
- Some basic knowledge of Microsoft web, application and database servers (IIS, .NET, MVC, SQL, SSIS, SSRS)
- Experience and confidence working with all levels of management, acting as the liaison and central point of contact for production issues
Skills Preferred
- Excellent organizational, written and verbal skills with ability to communicate effectively with all levels of firm
- Some background in networking, Azure cloud technologies, active directory administration, system or database administration a plus
- Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to actively participate in large Incident conference calls with a wide range of personnel and management levels
- Experience with data analytics and reporting technologies such as PowerBI, Tableau, Splunk or Qilkview
Minimum Degree Required :
- High School Diploma or GED
- Degree Preferred : Bachelor's degree in computer science, information technology or a related discipline
- Certs / Training Preferred : ITIL Foundation Certification, Microsoft Certified Professional or other IT related learnings
30+ days ago