Application Support Analyst
Irving, TX

Job Description

Company Overview:

The ADT Corporation (NYSE: ADT) is a leading provider of security and automation solutions in the United States and Canada for homes and businesses, people on-the-go and their network. Making security more accessible than ever before, and backed by 24/7 customer support, ADT delivers same-day service and live answer within seconds in customer operations, helping customers feel more safe and empowered. ADT is headquartered in Boca Raton, Florida and employs approximately 17,500 people throughout North America. More information is available at www.adt.com.

Position Title: Analyst, Application Support

This person will work in the Application Support area at ADT. Perform support tasks for the ADT web and middleware applications. Assist with resolution of application support incidents. Responsible for gathering support information for our support team documents including architecture, design, and other technical documentation.

Location:

This role is in Irving TX, Aurora CO, or Boca Raton FL

Duties and Responsibilities:

* Responsible for troubleshooting application support incidents
* Gather and document application support information by working with development teams to gather architecture, design, and other technical information
* Prepare and maintain runbooks outlining application operations, processes, preventative maintenance and resolutions to common problems. Keep these up-to-date when programs changed or are updated
* Be able to handle after hour support where needed, and gather the required information to help resolve issues
* Participate in requirements gathering, process designs, etc. to understand the application and document it appropriate for the support team
* Assist and recommend process and quality improvement activities for the organization


* Gather and present knowledge transfer presentations


* Follow appropriate team processes, deployment processes (checking in codes to SVN, documentation, upload to SharePoint server, etc.)


* Create detailed documents of new deployments, updated deployments, configurations, specification, flow charts, architecture diagrams, etc.
* Performs other support duties as assigned

Education/Work Experience Required:

* Four (4) year degree and 6+ years in an IT technical role
* Four years of application support

Skills/Tools:

* Windows admin, with scripting
* Linux Admin, with scripting
* Previous development knowledge is a plus, but not required.
* Ability to work with other teams to gather proof, information, details, etc., and be able to come to a reasonable conclusion for a Root Cause Analysis write up
* Proficient with SQL writing queries (both Oracle PL/SQL and Microsoft's TSQL)
* Able to write queries to troubleshoot and pull back records for verification, reporting, troubleshooting, RCA, etc.
* Able to write/debug/enhance stored procedures where necessary
* Understanding of .NET web applications and applications for deployment, upgrades and enhancements, including updating configuration files, and basic troubleshooting of possible errors, combing through log files, event logs, etc.
* Understand the components needed for installation and deployment of MS Internet Information Server (IIS), configuring web sites, web services, windows services.
* Able to read, understand, make comments, reject, approve, and verify requirements and functional specifications documents, as well as verify them against applications.
* Understand Windows Servers, installations, updates, patches, etc.
* Knowledgeable in configuring Windows Application Servers, Admin tasks, modify scripts, command shells, etc. and be able to troubleshoot/enhance these scripts.
* Understands working with the registry, add/delete/import/export keys; script new keys and put together documentations for deployment
* Must be a team player and have good communication skills


* Remedy (or other incident management tool) experience a plus