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Applications Support Engineer

2 months ago

Mastic Beach, United States MyCareersFuture Full time

Roles & Responsibilities

We are looking for experienced Application Support Engineers to provide Level 1 (L1) and Level 2 (L2) support for our 24x7 business applications. Your role includes resolving technical issues, coordinating with Level 3 vendors for escalations, and ensuring minimal downtime.

Responsibilities:

L1 Support:

Serve as the first point of contact for application issues, providing prompt assistance. Perform initial triage, diagnosis, and issue resolution; escalate to L2/L3 when necessary. Monitor application performance, handle service requests, and maintain support documentation.

L2 Support:

Handle escalations from L1, providing in-depth troubleshooting and issue resolution. Collaborate with L1 support and external vendors to resolve complex problems. Conduct root cause analysis and document troubleshooting steps.

Requirements:

Technical Skills:

L1: Proficiency in troubleshooting, ticketing systems, and application monitoring. L2: Advanced knowledge of application support, including SQL, cloud platforms, and ITIL practices.

Soft Skills:

Excellent communication, problem-solving, and customer service skills. Ability to collaborate effectively with teams and vendors.

Qualifications:

Bachelor's degree in Computer Science or related field, or equivalent experience. Experience in application support and managing escalations. ITIL Foundation certification is preferred.