Application Support Engineer - Broomfield, CO - Georgia IT Inc.
Broomfield, CO
About the Job
Job Title: Application Support Engineer
Location: Broomfield, CO
Position Type: Full Time (Direct Hire)
Work Status: US Citizen/Green Card
Salary: $70K
***Locals to Colorado only***
The Application Support Engineer II is responsible for delivering support to end users in the organization regarding the effective and efficient use of custom developed and third-party applications in fulfilling business objective. The Application Support Engineer II troubleshoots software issues and develops technical solutions to effect issue resolution for customers. The Application Support Engineer II is responsible for creating workaround procedures if necessary and ensuring the timely resolution of reported issues. Finally, the Application Support Engineer II is responsible for assisting in the design, delivery, testing and improvement of custom developed applications.
JOB DUTIES AND RESPONSIBILITIES (include but are not limited to):
Field incoming problem tickets, as a Tier 2 resource, from end users and the help desk personnel to resolve application and software issues within servers, databases, and other mission-critical systems.
Troubleshoot and develop technical solutions for software-related issues experienced by ULS customers.
Analyze issue resolution data, make recommendations for support process improvement, and assist in the implementation of changes.
Document all pertinent end user identification information, including name, department, contact information, and the nature of the problem or the issue. Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution.
Communicate application problems and issues to key stakeholders, including management, development team members, end users and unit leaders.
Test fixes and perform post-resolution follow-up to ensure problems have been adequately resolved.
Apply diagnostic utilities to aid in troubleshooting.
Manage and/or provide guidance to junior members of the team.
Work cooperatively with development, release and quality assurance personnel in the design, testing, and delivery of custom developed applications.
Participate in the after-hours support rotation.
PREFERRED QUALIFICATIONS
Education:
A bachelor's degree in an IT-related field or equivalent amount of experience and/or training.
Experience:
A minimum of 3 years of experience in an application support, or equivalent type of role.
In-depth, hands-on knowledge of, and experience with, enterprise applications.
Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
Hands-on knowledge of SQL in a SQL Server environment and the ability to write simple to moderately complex SQL queries.
Experience providing application support services to defined SLAs.
Ability to independently support the products and technologies used within the organization.
Strong customer-focus, as well as the desire and ability to work directly with customers.
Basic knowledge of C# and PowerShell script development.
Basic knowledge of system security.
Good knowledge of Windows.
Good knowledge of Excel.
Other Skills/Knowledge:
Highly self-motivated, self-directed, professional and reliable.
Able to absorb new ideas and concepts quickly.
Ability to approach support issues analytically, as well as understand and solve problems efficiently.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to conduct research into software development and delivery concepts, as well as technical application issues.
Ability to present ideas in business-friendly and user-friendly language.
Very strong customer service orientation.
Excellent written, oral, interpersonal, and presentation skills.
Experience working in a team-oriented, collaborative environment.
Location: Broomfield, CO
Position Type: Full Time (Direct Hire)
Work Status: US Citizen/Green Card
Salary: $70K
***Locals to Colorado only***
The Application Support Engineer II is responsible for delivering support to end users in the organization regarding the effective and efficient use of custom developed and third-party applications in fulfilling business objective. The Application Support Engineer II troubleshoots software issues and develops technical solutions to effect issue resolution for customers. The Application Support Engineer II is responsible for creating workaround procedures if necessary and ensuring the timely resolution of reported issues. Finally, the Application Support Engineer II is responsible for assisting in the design, delivery, testing and improvement of custom developed applications.
JOB DUTIES AND RESPONSIBILITIES (include but are not limited to):
Field incoming problem tickets, as a Tier 2 resource, from end users and the help desk personnel to resolve application and software issues within servers, databases, and other mission-critical systems.
Troubleshoot and develop technical solutions for software-related issues experienced by ULS customers.
Analyze issue resolution data, make recommendations for support process improvement, and assist in the implementation of changes.
Document all pertinent end user identification information, including name, department, contact information, and the nature of the problem or the issue. Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution.
Communicate application problems and issues to key stakeholders, including management, development team members, end users and unit leaders.
Test fixes and perform post-resolution follow-up to ensure problems have been adequately resolved.
Apply diagnostic utilities to aid in troubleshooting.
Manage and/or provide guidance to junior members of the team.
Work cooperatively with development, release and quality assurance personnel in the design, testing, and delivery of custom developed applications.
Participate in the after-hours support rotation.
PREFERRED QUALIFICATIONS
Education:
A bachelor's degree in an IT-related field or equivalent amount of experience and/or training.
Experience:
A minimum of 3 years of experience in an application support, or equivalent type of role.
In-depth, hands-on knowledge of, and experience with, enterprise applications.
Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
Hands-on knowledge of SQL in a SQL Server environment and the ability to write simple to moderately complex SQL queries.
Experience providing application support services to defined SLAs.
Ability to independently support the products and technologies used within the organization.
Strong customer-focus, as well as the desire and ability to work directly with customers.
Basic knowledge of C# and PowerShell script development.
Basic knowledge of system security.
Good knowledge of Windows.
Good knowledge of Excel.
Other Skills/Knowledge:
Highly self-motivated, self-directed, professional and reliable.
Able to absorb new ideas and concepts quickly.
Ability to approach support issues analytically, as well as understand and solve problems efficiently.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to conduct research into software development and delivery concepts, as well as technical application issues.
Ability to present ideas in business-friendly and user-friendly language.
Very strong customer service orientation.
Excellent written, oral, interpersonal, and presentation skills.
Experience working in a team-oriented, collaborative environment.
Source : Georgia IT Inc.