Application Support Engineer

Travel may be required.

The Application Support Engineer, L1 is a technical role that serves as a vital link between operations and software development. This position centers on application support, ensuring the reliable performance and maintenance of our software systems. You will be responsible for triaging tickets for multiple projects using a centralized ticketing system, diagnosing and resolving L1 BOS application technical requests, providing end-user support, analyzing the issue, and collaborating with development teams to drive effective solutions.

The L1 engineer will be responsible for initial troubleshooting and data collection, incident and event ticket generation and management, ticket prioritization, triage and assignment issue, and completing service requests, incidents, and break/fix requests that do not need to be escalated to L2 or L3.

• Adhering to contractual respond and repair SLAs
• Work closely with software developers to address and solve technical problems, ensuring efficient issue resolution and continuous software improvement.
• Document detailed resolution steps within each ticket, clearly outlining the actions taken to resolve the issue. This thorough documentation serves as a valuable reference for future troubleshooting and knowledge sharing
• Provide training and guidance to end-users, helping them understand and effectively use the software applications. This may include creating user manuals and conducting training sessions.
• Review all software release notes and proactively recommend new monitoring rules and be prepared to assist operations staff with new or updated processes.
• Convey complex information clearly and effectively to various stakeholders.
• Monitor application performance, system alerts (hypercare) and system availability to detect and address potential issues proactively, ensuring system stability and preventing disruptions.
• Responsible for the creation of Root Cause Analysis (RCA) documentation
• Create reports and documentation to demonstrate the health of the applications to leadership
• Develop, validate and prepare ad hoc queries
• Triage incoming support tickets and ensure appropriate ticket categorization to achieve applicable turn-around time.
• Analyze ticket requests to garner a clear understanding of the issue or contact the appropriate recipient for clarifications.
• Provide technical support to end-users, answering queries, guiding them through troubleshooting steps, and offering effective solutions to technical problems.
• Respond and resolve all ticket types, service requests, incidents, or break/fix or escalate as appropriate to L2 / L3 after analyzing the ticket.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.

Success in this role requires a strong technical foundation, excellent communication and problem-solving skills, and the ability to thrive in a fast-paced, dynamic environment. Adaptability, proactivity, and strong multitasking abilities are essential. Participation in an on-call rotation and providing after-hours support as needed is also expected.

• Strong technical research skills
• Advanced Excel, Word, Power BI, SharePoint, Outlook, Teams, and Power Point skills required
• Proficiency with ITSM platforms, Freshservice a plus
• Strong problem-solving and analytical abilities.
• Strong written and verbal communication skills
• Ability to work in a fast-paced, dynamic environment.
• Experience with incident management systems and application performance management.
• Proficiency with IT monitoring platforms
• Strong attention to detail and organizational skills
• Experience with system monitoring tools and techniques.
• Minimum of three years’ experience in application support
• Proficiency in SQL for querying, analyzing, and troubleshooting application data
• Bachelor of Business, Science, Industrial Engineering, or Technology Management degree preferred