Application/Technical Support Engineer

About the Position

One of the largest companies in its domain is looking to extend its project team with a Technical Support Analyst. The role will involve providing second-level customer support for web-based client-facing and internal applications. Additionally, the position requires system administration and maintenance for the Data Center.

Responsibilities

• Resolve incidents and service requests following standard operating procedures. If needed, escalate issues to the appropriate specialists (Third or Expert Levels).
• Maintenance could include applying OS patches, database patches, and certificates.
• Install and configure new applications and deploy releases and enhancements to production systems and pre-production systems after hours.
• Monitor, maintain, and troubleshoot production computer systems, internet-based applications, and processes.
• Perform root cause analysis and define actions to eliminate incident recurrences.
• Develop and maintain Standard Operating Procedures (SOPs) and Knowledge Base, script to automate processes and generate reports.
• Technical issues investigation, fix, or escalation.
• Coordination between the operation and the engineering teams.

Requirements

• 4 years of work experience providing 2nd and 3rd level technical and application support on internet-based enterprise software applications, APIs.
• Experience in ticketing software.
• Experience with database Management System: Microsoft SQL Server 2008+.
• Understanding of XML, JSON, CSV, EDI, XLSX.
• Experience with SQL queries, MongoDB, CosmosDB.
• Scripting/automation using batch scripts, PowerShell; experience analyzing application and server logs.

Nice to Have

• Experience in application support, working with application performance monitoring tools (i.e. Dynatrace, New Relic, Datadog).
• Kubernetes’ knowledge.
• Experience with using ITSM tools such as JIRA, ServiceNow would be an asset.
• Professional Certifications such as ITIL, Microsoft Azure Administration, Microsoft Azure DevOps.

We Offer

• Opportunity to work with one of the largest companies in its domain.
• Remote work options.
• Professional growth and development opportunities.

About the Company

[Company description if present]