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Application Support Engineer - L1
Viaplus
Provide L1 application support, triage tickets, resolve issues, and coordinate with devs.
7d ago
Expert & Leadership (13+ years)
Full Time
Plano, TX
Office Full-Time
Company Size
500 Employees
Service Specialisms
Construction services
Project Management
Consulting
Engineering
Architecture
Property Development
Design
Technical Services
Sector Specialisms
Electronic Toll Collection
Traffic Enforcement
Parking Management
Fare Collection
Smart Cities
Big Data Analytics
Customer Service Operations
Image Review Services
Role
What you would be doing
application monitoring
ticket triage
technical support
rca documentation
query development
release review
- 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.
What you bring
advanced excel
itsm
sql
application support
bachelor degree
problem solving
- 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
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
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Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
- is a leading player in the infrastructure and technology services industry, known for its innovative approach to solving complex challenges.
- has been at the forefront of delivering large-scale infrastructure projects that span a variety of sectors including energy, utilities, and water resources.
- specializes in creating sustainable, efficient, and scalable solutions tailored to its clients' needs.
- has a commitment to leveraging cutting-edge technology and engineering expertise, making it a trusted partner for both public and private sector clients.
- is recognized for its dynamic and agile approach to delivering projects on time and within budget, ensuring high-quality standards and client satisfaction.
- has grown steadily, earning a strong reputation for its ability to integrate technological innovation with infrastructure expertise, ensuring future-ready solutions.
- has become synonymous with excellence in large-scale infrastructure development, from complex transportation systems to sustainable energy projects.
- Technical innovation and promoting a positive mobility experience for all
- Commitment to safety as a shared responsibility
- Providing drivers with a positive experience by offering technical innovations
30% COâ‚‚ Emissions Reduction
Carbon Footprint Improvement
Achieved a significant reduction in Scope 1 & 2 greenhouse gas emissions compared to 2019 levels by 2023.
- Aligned sustainability efforts with eight UN Sustainable Development Goals
- Integrated sustainability into core business strategy with Board oversight
- Work with peers to standardize measurement of climate impact in productions and streaming
- TCFD-aligned disclosures on climate-related financial risks
41% Women
Gender Balance in Workforce
Highlighting the current gender distribution within the workforce.
45+ Nationalities
Workforce Diversity
Reflecting the global representation across teams.
- Advancing diversity, inclusion & well-being as a primary sustainability focus area
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