Job Ref:
10023697
Location:
Adelphi, MD
Category:
IT and Project Management
Type:
Full time
Application Support Engineer
Cloud ServicesUS Exempt RegularFull timeStateside Exempt 3.1Location: Adelphi, MD (Hybrid)

SUMMARY:

The Support Engineer’s role is to deliver support to end users about how to use various functions of the product efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all customers. The Application Support Engineer is also responsible for monitoring the infrastructure, participating in the delivery and improvement of software and training programs. The support engineer will also provide quality assurance before services are provided to the end user.

EXPERIENCE:

• Five (5) or more years of experience working in a technical field.
• Five (5) or more years of experience troubleshooting systems and providing support via telephone and ticketing system.
• Two (2) or more years working in cloud technologies such as AWS, MS Azure or similar
• Two (2) or more years of experience using enterprise services platforms (ZenDesk, Atlassian Suite, etc.)
• Experience with monitoring tools such as Zenoss, Splunk and supporting tools such as PagerDuty.
• Experience operating in a 24/7/365 environment
• Experience working in a high paced, deliverable focused environment.
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Able to develop and interpret technical documentation for training and end user procedures.
• Knowledge of trends in technology relating to software applications.
• Experience with building and maintaining databases for query and problem tracking.
• Good understanding of the organization’s goals and objectives.
  Preferred Experience Requirements:

EDUCATION:

• Bachelor’s Degree
  All submissions should include a cover letter and resume.

Skills:

• Experience working and collaborating with stakeholders at all levels in a subject matter expert capacity.
• Strong interpersonal and organization skills.
• Utilize strong analytical and problem solving skills
• Highly self motivated and directed.
• Ability to absorb new ideas and concepts quickly.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to present ideas in business-friendly and user-friendly language.
• Very strong customer service orientation.
• Excellent written, oral, interpersonal, and presentational skills.
• Experience working in a team-oriented, collaborative environment

• Respond to end user support tickets within defined SLAs.
• Support and maintain internal operations applications
• Escalate problems requiring additional assistance to the engineering team.
• Perform quality assurance testing prior to products being released to end users.
• Travel is required less than 10% of the time.
• Provide on-call/after hours support.
• Analyze results, make recommendations for support process improvement, and implement changes.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Provide support for the testing of new and existing software applications under development
• Field incoming problem tickets from end users to resolve application and software issues
• Document all pertinent end user identification information, including name, contact information, and nature of problem or issue.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Identify and learn appropriate software applications supported by customers.
• Participate in the design, development, and delivery of software applications training programs and individual classes.
• Apply diagnostic utilities to aid in troubleshooting.

Skills:

• Experience working and collaborating with stakeholders at all levels in a subject matter expert capacity.
• Strong interpersonal and organization skills.
• Utilize strong analytical and problem solving skills
• Highly self motivated and directed.
• Ability to absorb new ideas and concepts quickly.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to present ideas in business-friendly and user-friendly language.
• Very strong customer service orientation.
• Excellent written, oral, interpersonal, and presentational skills.
• Experience working in a team-oriented, collaborative environment.

Education & Experience Requirements: