Application Support Specialist
3 weeks ago
Job Description
We are seeking a dedicated Application Support Engineer to serve as the primary point of contact for application support within our organization.
Key Responsibilities
- Act as a liaison between business operations and IT team members regarding service tickets, outages, and other communications
- Follow Redwood Trust IT guidelines and protocols on incident management
- Prioritize service tickets and when necessary, escalate tickets for appropriate action and follow up with IT partners until the service ticket is resolved
- Coordinate with staff and senior management in multiple offices as well as third party application support teams
- Provide support running basic SQL queries to troubleshoot and investigate problems
- Monitor, troubleshoot and remediate incoming issues
- Educate end users promptly and professionally on resolutions in response to their service tickets
- Research, evaluate, and provide feedback and/or suggestions on problematic trends to develop a resolution, a fix, or workaround to end user's issues
- Work on special projects or tasks to develop and improve operating efficiency of application support
- Ability to study changes and new procedures on new releases of third party applications from vendors and other team members prior to deployments to better support business teams
- Perform other related duties as assigned or required
Requirements
- 2 years of experience working with proprietary application software support in a fast paced and dynamic environment
- Mortgage industry experience strongly preferred
- Demonstrated experience with running basic SQL statements
- Must be able to assist in identifying irregularities or bugs occurring in supported applications
- Must be able to effectively and professionally communicate complex issues both verbally and written to business users, technology teams, as well as third party support teams
- Must have attention to detail and good technical judgment
- Detail oriented with strong organizational and problem solving skills
- Ability to work independently in a dynamic and fast paced environment
- Four-year college degree or IT Bootcamp preferred
A competitive salary range for this role is $78k - $90K annually. Redwood Trust Inc offers a comprehensive benefits package and opportunities for professional growth and development.
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