Application Support Engineer

Description

• Take ownership of the incident assigned while working independently in a group environment.
• Oversee the creation and updating of FAQs, troubleshooting guides, and internal documentation.
• Report trends or frequent issues to the development team for further investigation.
• Participate in reviews of support processes and suggest improvements based on incident analysis.
• Assist in training Tier 1 staff and new Tier 2 team members.
• Track and report on key performance indicators (KPIs) such as response time, resolution time, and customer
• Document all actions taken in the ticketing system for transparency and future reference.
• Implement ITIL-aligned policies and procedures to support the ongoing project's SLA standards, including project
• Identify skill gaps and coordinate ongoing training for the support team.
• Ensure that incidents and requests are resolved within agreed Service Level Agreements (SLAs), tracking progress and
• Replicate and test issues in controlled environments to identify solutions.
• Provide regular communications to stakeholders on service impacts, planned change and risk mitigation
• Lead the coordination and resolution of major incidents, ensuring communication and post-incident review.
• Share knowledge and best practices across the support team.
• Promote best practices and continuous training in ITIL methodologies.
• Serve as the primary contact for addressing Tier 2 application-related incidents.
• Escalate unresolved or critical issues to Tier 3 or relevant teams, providing thorough documentation and analysis.
• Diagnose and resolve complex technical issues using in-depth knowledge and available tools.
• Stay informed about product updates, patches, and new releases.

Requirements

• ITIL Foundation certification required
• Ability to assist in identifying recurring issues and contribute to root cause analysis.
• Ability to develop and enforce escalation procedures and service-level agreements (SLAs)
• Ability to troubleshoot and document the finding and troubleshooting steps before escalating incidents to Tier 3 or
• Proficient in ITIL (Information Technology Infrastructure Library) frameworks and IT support lifecycle
• Ability to serve as subject matter experts on specific products, applications, or systems.
• 4+ years of related work experience.
• Ability to maintain clear communication with users, IT management, and other stakeholders regarding service outages,
• Proficient at being the primary escalation point for complex or unresolved issues from Tier 1 and troubleshooting,
• Ability to provide timely and clear updates to users regarding the status of their incidents or requests, ensuring
• Proficient in written, verbal, and diagrammatic communication skills with clients, stakeholders, and other team
• Ability to address service requests that require specialized knowledge or access, such as advanced software
• Working knowledge of programming techniques, various development frameworks, cloud services, and securities.
• Proficiency with understanding of IT systems, processes, and best practices is required.
• Bachelor’s degree computer science or computer engineering is a common educational path
• Ability to oversee the logging, tracking, and resolution of incidents and service requests, ensuring adherence to ITIL
• Proficient in providing efficient and effective IT support within organizations in accordance with ITIL frameworks.
• Ability to create, maintain, and access knowledge base articles and troubleshooting guides for both the team and end
• Proficient in organizational abilities to manage schedules, tickets, and reporting.
• Ability to track KPIs and create reports on team performance, ticket trends, and resolution times.
• Strong understanding of performance metrics like FCR (first contact resolution), MTTR (mean time to resolution), and
• Proficiency with ticketing systems such as ServiceNow, Freshdesk, or Jira Service Management
• Ability to create, update, and maintain technical documentation, FAQs, and knowledge base articles to help Tier 1
• Ability to monitor ticket queues and ensure timely resolution of support requests.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance