Application Support Engineer

2 weeks ago

Boca Raton, United States The Law Offices of Kanner & Pintaluga P A Full time
Job DescriptionJob Description

Kanner & Pintaluga, a dynamic and rapidly growing personal injury and property damage law firm, seeks a highly motivated and passionate Application Support Engineer to join our team in Boca Raton.

POSITION SUMMARY:

The Application Support Engineer’s role is to deliver support to end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, development, and other business units. The Application Support Engineer is also responsible for assisting in the design, delivery, and improvement of supporting IT service (Identity & Access, Security, Cloud) applications, training programs and related services.

ESSENTIAL JOB FUNCTIONS:

Strategy & Planning

  • Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.
  • Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.

Acquisition & Deployment

  • Conduct research into software application products and services in support of development and purchasing efforts.
  • Provide support for the testing of new and existing software applications under development or consideration for purchase.

Operational Management

  • Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
  • Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
  • Maintain and enhance performance of all new and existing software and applications across the organization.
  • Identify and learn appropriate software applications used and supported by the organization.
  • Coordinate with department heads to assess departmental application training needs and objectives.
  • Participate in the design, development, and delivery of software applications training programs and individual classes.
  • Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
  • Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Manage and/or provide guidance to junior members of the team.
  • Perform other related duties as assigned.

EXPERIENCE/REQUIREMENTS:

Formal Education & Certification

  • College diploma or university degree in the field of computer science, information systems, and/or 5 years equivalent work experience.
  • Certifications in Microsoft Azure

Knowledge & Experience

  • In-depth, hands-on knowledge of and experience with enterprise and desktop applications, including Microsoft Office Suite and related products.
  • Proficiency in managing and maintaining cloud platforms and services (e.g., Azure, Exchange, Office365, Endpoint Manager, SharePoint, MS Teams).
  • Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
  • Broad knowledge of programming languages and techniques, including SQL.
  • Able to develop and interpret technical documentation for training and end user procedures.
  • Knowledge of trends in technology relating to software applications.
  • Experience with building and maintaining databases for query and problem tracking.
  • Good understanding of the organization’s goals and objectives.
  • Ability to Diagnose and resolve issues related to performance, connectivity, and security.

Personal Attributes

  • Highly self motivated and directed.
  • Ability to absorb new ideas and concepts quickly.
  • Good analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to conduct research into software development and delivery concepts, as well as technical application issues.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Very strong customer service orientation.
  • Excellent written, oral, interpersonal, and presentational skills.
  • Experience working in a team-oriented, collaborative environment.

FIRM BENEFITS

The Firm offers a competitive benefits package for our full-time employees and their families. Here is a summary of our benefits (the list is not all-inclusive):

  • Competitive Wage
  • Paid Time Off, Holiday, Bereavement, and Sick Time
  • 401K Retirement Savings Plan with Firm match
  • Group Medical/Dental/Vision Plans
  • Employer-Covered Supplemental Benefits
  • Voluntary Supplemental Benefits
  • Annual Performance Reviews

ABOUT KANNER & PINTALUGA

Founded in 2003, Kanner & Pintaluga is a NLJ500 and Mid-Market Pro 50 law firm that has recovered over $1 billion for property damage and personal injury clients nationwide. With nearly 100 lawyers and more than 30 offices throughout the Central and Southeastern United States, our primary goal is to achieve the most favorable outcome for our clients, who have the absolute right to receive the maximum compensation for their damages.

Kanner & Pintaluga is an Equal Opportunity Employer. Kanner & Pintaluga retains the right to change, assign, or reassign duties and responsibilities to this position at any time — in its sole discretion. Employment is at will.

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