Junior Application Support Engineer

2 weeks ago


Chelmsford, Massachusetts, United States firstPRO, Inc Full time

Company Overview

firstPRO, Inc. is seeking a motivated individual for the role of Junior Application Support Engineer. This position is essential in enhancing our Data Support group’s capabilities.

Role Summary

The Junior Application Support Engineer will play a vital role in assisting with the escalation process for CodeData applications. Under the mentorship of experienced team members, this position will focus on troubleshooting and resolving intricate issues.

Key Responsibilities

  • Assist in the identification and documentation of product defects, ensuring they are communicated effectively to the R&D team.
  • Engage with Data Support and clients through phone and remote sessions to diagnose and resolve technical challenges.
  • Maintain prompt communication with customers, adhering to established service level agreements.
  • Support the installation, deployment, and upgrading of CodeData solutions under supervision.
  • Collaborate with Product Management and Engineering teams to review defect backlogs and prioritize tasks.
  • Contribute to the creation and refinement of support process documentation for the Knowledge Base.
  • Help develop training materials as needed by the Data Support Manager.
  • Participate in conference calls for global escalations as required.
  • Be available for occasional after-hours support for global on-premise issues.
  • Engage in logical troubleshooting of software problems to identify root causes and propose effective solutions.
  • Enhance analytical and problem-solving skills to assist in resolving complex production challenges.

Qualifications

A Bachelor’s degree in Computer Science or a related field is required.

  • 2-3 years of experience in technical support is preferred.
  • A strong desire to learn and progress into a senior support role is essential.

Skills and Competencies

  • Proven ability to establish productive relationships with clients and support technicians, while advocating for their needs.
  • Basic knowledge of networking, wireless technologies, and data transmission protocols.
  • Familiarity with on-premise infrastructure, including system administration and network configurations.
  • Ability to manage multiple priorities and complex issues effectively.
  • Basic experience in setting up and managing virtualization environments.
  • Proficiency in SQL or similar data access languages is advantageous.
  • Experience in providing training and documentation on software troubleshooting techniques is a plus.
  • Self-motivated with a strong drive for success.


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