REF: ASE/3/2020-APPLICATION SUPPORT ENGINEER
Job Purpose:
We are looking for technically skilled candidates with excellent interpersonal skills for the Application support engineer position in an agile fast paced environment. Application support engineer will troubleshoot technical issues, provide timely customer feedback, and support the roll-out of new applications, among other duties. Moreover, Application support engineer will talk to both internal users and customers directly, as well as create written documentation, requiring excellent written and verbal communication.
Key Responsibilities:
Able to solve medium to high complexity applications related incidents coming from end-users or service desk.
Logging incidents and their status in Customer relationship management tool (logs, reports, and SQL queries).
Able to analyze impact of incident and communicate it to affected user areas and minimize it.
Escalating applications related incidents towards application vendor (third line support and maintenance) and track status.
Liaising with other second line operations groups and development to solve incidents
Suggest solution to solve the root cause (the problem) of the incident
Ensures that application operations SLA with end-users is held
Suggest changes
Supports end-users in functionality of the applications
Provide consultation and informal trainings to end-users
Understands monitoring concept, knows monitoring tools used for application and can define and interpret complex application alerts
Escalates incidents and tracks resolution status
Checks if application vendor SLA is held and escalates in case of vendor non-performance
Applies and makes sure that development and task handover / change management procedure is kept
Understands application support requirements towards developments and makes sure that they are acceptance tested
Makes sure that regression test for new developments takes place
Can suggest and applies changes in application on demand.
Keeps track of application changes with version control and makes sure that release management is kept
Participate in specialist trainings that related to supported applications and areas, study operations and user manuals, requests specialist trainings
Regularly checks performance of supported applications and areas if it keeps SLA
Escalate any performance issue towards development.
Knowledge, experience & skills:
Broad IT background with emphasis on the application development and support cycle related methodologies and technologies
A minimum of 1 year working experience as an application support engineer
Good written and oral communication skills.
Good interpersonal skill, possibly experience of a multicultural environment
Experience in the development of business processes and procedures
Strong technical and analytical skills
Supporting end-users.
Supporting IT systems Applications.
