Application Support Analyst / Deskside

Job Description

The Sr Systems Engineer will determine problems throughout specific computer systems. This position reviews solutions for problematic cases involving high complex customers. The Sr Systems Engineer will provide guidance, assistance, and mentor support to team members.

Providing technical support, technical assistance, troubleshoot issues to enhance clients employees and clients audience experience.

Proactively identifying customer pain points and opportunities for software-driven enhancements, as well as identify gaps in training or processes.

Troubleshooting issues in our various software solutions, including web applications developer tools, API calls, backend services, database queries, scripts.

Developing and maintaining a knowledge base of best practices and processes.

Developing, maintaining, and communicating training materials for mission critical software applications.

Maintaining relationships with cross-functional team members and vendors for the purpose of proactively identify, communicating, and resolving customer-impacting application issues.

Working with internal user groups to understand and improve customer-facing support processes.

Writing and maintaining support procedures and documentation.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to ~~~ .

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Skills and Requirements

Bachelor's degree

4+ years of desktop support, IT Infrastructure or Tier 3 support

3 years of experience working with Software as a Service (SaaS) and/or Platform as a Service (PaaS) is preferred.

Demonstrated understanding of ITIL Foundational processes for incident, change management

Experience with common ITSM ticketing systems and customer relationship management (CRM) software

Strong technical aptitude and proficiency in troubleshooting software applications and systems. Master's degree preferred.

Change and problem management is

Experience people management

Active Directory

Knowledge of networking

In lieu of Bachelor's degree, this position is required to have a minimum of 4 years of experience with an Associate's degree and a minimum of 8 years of experience with a high school degree. null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to ~~~.