Application/Product Support Engineer

Description

We are seeking a highly skilled Application/Product Support Engineer to join our dynamic team and work an 11:00-8:00 PM EST shift. The ideal candidate will be responsible for providing technical support and maintaining the stability of critical applications within our environment. This role involves actively monitoring and managing tickets through our call tracking system, coordinating with various teams for issue resolution, and ensuring the smooth operation of our applications. The successful candidate will have the opportunity to build expertise in multiple applications and collaborate with cross-functional teams to deliver high-quality support services.

Responsibilities

• Actively monitor the call tracking system (ServiceNow) to review and assign tickets related to assigned applications.

• Build expertise in designated applications and eventually expand knowledge to support additional applications as needed.

• Utilize advanced tools to monitor the environment of supported applications, ensuring optimal performance and stability.

• Perform proactive monitoring to identify and address potential issues before they escalate.

• Respond promptly to high-priority production issues, participating in bridge calls and troubleshooting efforts to resolve issues effectively.

• Collaborate with the incident management team, vendors, and local IT staff to investigate and troubleshoot reported issues.

• Serve as a liaison between the infrastructure team, vendors, and the security office to facilitate communication and resolution of issues.

• Document troubleshooting steps, resolutions, and best practices for future reference.

• Continuously update knowledge base articles and provide training to internal teams as necessary.

• Participate in on-call rotation to provide after-hours support when required.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field.

• Proven experience in application support or a similar technical role.

• Strong knowledge of call tracking systems (e.g., ServiceNow) and ticket management processes.

• DNS Knowledge

• IIS Management and Configuration

• Experience with monitoring tools and advanced troubleshooting techniques.

• Familiarity with incident management processes and best practices.

• Network Knowledge (LAN/WAN)

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.

• Ability to prioritize tasks and work efficiently in a fast-paced environment.

• Detail-oriented with strong problem-solving skills.

• Willingness to learn and adapt to new technologies and applications.

• Certifications such as ITIL, CompTIA A+, or vendor-specific certifications are a plus.

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