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IT Service Delivery Expert

2 months ago

Mastic Beach, New York, United States MyCareersFuture Full time

**Job Summary**

MyCareersFuture is seeking a highly skilled Technical Support Specialist to join our team. As an Application Support Engineer, you will be responsible for providing Level 1 (L1) and Level 2 (L2) support for our 24x7 business applications.

**Key Responsibilities:**

  • L1 Support:
    • Act as the primary point of contact for application issues, providing prompt and effective 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.

**What We Offer:**

As a Technical Support Specialist at MyCareersFuture, you will have the opportunity to work with a talented team of professionals and contribute to the success of our organization.