Service Desk Engineer; Application Support

4 weeks ago


Phoenix, United States Virtual Full time

Vaco is on the hunt for a strong Application Specialist who will be responsible for supporting clients on multiple customer facing applications. In this role you will be working on incidents that have been escalated from frontline IT support on the service desk and fulfilling application specific service requests. You will be responsible for diagnosing incidents and either fixing the issue or managing it through resolution within defined service levels. We are looking for those with previous application support experience and an outstanding background resolving high volume tickets (15-20/day). This position does require experience working within SQL. If you are interested in learning more please reach out to a member of the Vaco team today.
 

You will be working on incidents that have been escalated from frontline IT support on the service desk and fulfilling application specific service requests. You will be responsible for diagnosing incidents and either fixing the issue or managing it through resolution within defined service levels. In this role, you will be responsible for:
  • Investigates, diagnoses, and solves application-related issues and fulfills service requests for standard and ad-hoc offerings.
  • Schedules work to meet priorities and minimize business disruption.
  • Maintains security and functionality through the application of temporary fixes and workarounds.
  • Updates knowledge base to facilitate future resolution of common errors.
  • Keeps relevant stakeholders apprised of any new issues in a clear and timely manner.
  • Processes after-hours data changes on production systems.
  • Performs other job-related duties as assigned or apparent.
Qualifications:
  • Experience with ITSM processes and toolsets.
  • Outstanding ability to solve problems quickly and efficiently.
  • Experience with knowledge management methodologies and toolsets.
  • Previous support of enterprise level applications in a virtual support environment across multiple technology environments. 
  • Experience writing SQL queries to retrieve and manipulate data.


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