Associate Application Support Engineer

3 weeks ago


Dallas, United States Lanvera Full time

THE COMPANY:

Lanvera is a leading CCM (Customer Communications Management) outsourcing and technology company specializing in the design, production, and delivery of secure customer communications including invoices, statements, tax forms, collection letters, compliance notices, and other business-critical documents to any delivery channel including print, electronic and mobile platforms. Lanvera has a strong presence in the Financial Services industry and is expanding into other vertical markets.

THE POSITION:

The Associate Application Support Engineer is a versatile member of a client-facing technical (DevOps) team supporting custom-developed and 3 rd

party applications. This professional has the opportunity to learn the business across the customer lifecycle and contribute to the advancement of Lanvera’s cutting-edge digital solutions. The role requires strong analytical and technical skills to troubleshoot complex systems issues in a fast-paced environment. Robust communication skills are critical to effectively liaise with Client Support, Infrastructure, and Development teams.

RESPONSIBILITIES:

Triage and resolve complex application tickets/issues, including follow-through Root Cause Analysis (RCA)

Identify and, in many cases, address security vulnerabilities

Collaborate with other IT teams to speed ticket resolution with a focus on automating (ie. scripting) workflows wherever possible

Install/upgrade/configure/patch and otherwise support 3 rd

party enterprise software

Mature application monitoring and alerting to ensure issues, especially client-facing ones, are identified and resolved quickly

Clearly document and diagram multifaceted application systems

Develop and leverage application-centric Key Performance Indicators (KPI’s) to identify inefficiencies, streamline processes, and drive informed decisions

Introduce process improvements to reduce/eliminate high-frequency tickets

Participate in various application-centric projects

Clearly communicate the status of open issues and projects to stakeholders

On-call production support rotation and periodic application maintenance/update duties

Follow disciplined Incident, Problem, and Change Management procedures

Make data-driven decisions in a fast-paced environment with competing priorities

Work in a highly collaborative software development environment that is primarily on-site

REQUIRED SKILLS:

Bachelor’s Degree in Computer Science or commensurate experience

Technical aptitude; proven analytical, reasoning, and problem-solving ability

Excellent communication skills, both verbal and technical writing/diagramming

Highly attentive to customer experience

2+ years supporting enterprise software applications

2+ years supporting commercial software and IT operations (DevOps experience a plus)

3+ years IT-related experience (combination of application or desktop support, cloud or hybrid cloud, Windows or Linux server admin, network, database querying, PowerShell or report design)

Knowledge of IT best practices to ensure high availability of business-critical applications

Self-motivated, directed, and passionate about excellence; continuous learner

Strong organization and process-oriented skills

Ability to manage multiple priorities and assignments simultaneously

Ability to work effectively independently and within a team environment

DESIRED SKILLS:

IT certifications (e.g., CompTIA A+, MCSA, ITIL, MS Azure Fundamentals)

Exposure to writing SQL queries

Experience with Windows and/or Linux Server administration

Familiarity with Powershell or similar scripting language

Office 365 experience

JOB PARTICULARS:

No travel required Dallas/Fort Worth candidates only for on-site office employment; No relocation

COMPANY BENEFITS:

Lanvera offers excellent benefits including three weeks of PTO, Health Insurance, 401K with dollar matching, profit sharing, and long-term disability.

Please send your resume stephanie.perry@lanvera.com

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