Application Support Engineer - New York United States - 33385



JOB DESCRIPTION

Job #: 33385
Title: Application Support Engineer
Job Location: , New York - United States
Employment Type:
Salary: contact recruiter for details
Other Compensation: Bonus - up to $5,000
Employer Will Recruit From: Local
Relocation Paid?: NO

WHY IS THIS A GREAT OPPORTUNITY?


Fast growing, well funded company that just added 12 major banking clients in the last 6 months and plans to grow their workforce to 1,000 employees by the end of 2020.  

JOB DESCRIPTION

Role Description

Excellent high-profile support position dealing with user level and Application issues. We are looking for a knowledgeable Application Support Engineer to triage and resolve issues raised against our software applications. You will be liaising with our Global client IT Teams to resolve production issues.

Responsibilities include:

  • Accurately document customer issues, understand customer systems and configuration, identify problems and recommend solutions.
  • Troubleshoot technically complex issues and drive them through to resolution in line with our agreed SLA’s performing debugging procedures and general first level support
  • Identify and reproduce customer reported software defects and work with our internal development teams to resolve them
  • Establishing the root causes of application errors, and escalating serious concerns to the Senior developers. Documenting processes and monitoring application performance metrics. Providing front end support to clients and colleagues in other departments.
  • Performing analyses on software application functionality and suggesting improvements.
  • Contribute to the creation of a Knowledge Base by creating and reviewing content.
  • Communicate with Customers via phone and email to keep them updated on the progress, managing expectations, and updating status of their tickets
  • Work with Project Teams responding to queries raised by client IT Teams via the ticket management system
  • As part of the role you will work closely and escalate to our Level 2 developers and internal software engineering team.
  • Providing software application support under the supervision of the Senior Engineer.
  • Become a recognised subject matter expert in product offering
  • Participate in on-call duties rotation for out of hours Support, and follow the sun of high priority customer incidents
  • May be required to travel

Requirements

Application Support Engineer Requirements:

Technical Skills:

  • Good understanding of Windows and Linux Operating Systems Administration
  • Strong knowledge of TCP/IP, DNS, HTTP, Active Directory, IIS and other web and network technologies.
  • Good understanding of SQL and ability to write basic SQL queries to troubleshoot and correct data issues.
  • Knowledge of programming or scripting languages, .Net and/or Java
  • Experience working in a Technical Support environment
  • Ability to communicate clearly and effectively both verbally and in writing with customers and internal teams
  • Demonstrate Customer focus and empathy
  • Strong analytical, problem solving and troubleshooting skills
  • High level of self-motivation with a strong desire to solve problems and ability to multi-task following priorities and adhering to SLAs
  • Ability to maintain self-control and objectivity while defusing stressful customer situations.

 

QUALIFICATIONS

Required:

  • Experience working in a Technical Support environment
  • Ability to communicate clearly and effectively both verbally and in writing with customers and internal teams
  • Demonstrate Customer focus and empathy
  • Strong analytical, problem solving and troubleshooting skills
  • Excellent communication skills are a key skill for this role. Ability to work to SLA’s and work on your own initiative.
  • High level of self-motivation with a strong desire to solve problems and ability to multi-task following priorities and adhering to SLA's
  • Ability to maintain self-control and objectivity while defusing stressful customer situations

Education:
None

APPLY NOW FOR THIS JOB

Our recruiters are currently seeking to fill this position and hundreds like this in our network. If you are a match you'll be contacted with additional details.

We value your privacy and will never share your information with any employer without your consent.

Send your profile and resume to the recruiter who posted this job. You may include a cover letter to introduce yourself.

Cover Letter Text:

5,000 character limit