Application Support Engineer
Coppell, TX

Job Description

Job Description

Application Support Engineer is responsible for looking after the correct operation of business applications, guarantee the delivery of IT services, execute service improvements, guarantee performance of the platform and resolve issues that impacts the platform. The position will support essential IT services like, change management, request management, incident management, problem management, and knowledge management.

Job Requirements

n/aI. Organizational Structure

1. Position Title: Application Support Engineer

2. Organizational Unit: Global Application Support

3. Reports to: Senior Global Application Support Manager.

III. Role Responsibilities:

1. Secure application operations without disruptions and interruptions.

2. Oversee response times when using the application.

3. Oversee onboarding of new applications for support

4. Professional change management and change handling.

5. Install and configure business applications.

6. Install application break-fixes.

7. Support infrastructure changes.

8. Automate operating procedures with monitoring and alerts.

9. Identify, evaluate, triage and resolve application incidents.

10. Quick troubleshooting and administration of applications in close cooperation with the development teams, server and database administrators.

11. Prepare weekly and monthly reports.

12. Produce knowledge base documentation for new/existing procedures and protocols

IV. Required Skills

A. Soft Skills

1. Fluent English,

2. Ability to executing assignments with minimal supervision.

3. Ability to learn and support new systems and applications

4. Ability to adapt quickly to a fast-paced environment

5. Good business professional skills; including presentation, follow up and expectation managing.

B. Hard Skills

1. Oriented to automating tasks; with intermediate - advanced knowledge of PowerShell, VBA Script or batch file scripting skillset.

2. Intermediate - Advanced SQL language.

3. Experience with managing windows service and IIS to assist with deployments

4. 4 years of knowledge of Windows Server and its components. Network systems, applications, procedures, and techniques

5. Familiarity working with Monitoring and Alerting tools

6. General knowledge of tools for supporting diagnose of communication issues: ping, telnet, trace route.

7. Basic knowledge of web service functioning; basic knowledge of XML handling.

8. Good knowledge of Office use.

V. Desirable Qualifications

1. 4 to 6 years of experience in Production Support or Application Operations

2. ITIL certification.

3. Experience working in a 24/7 fast paced Operational Environmental (Shifts & On CALL Duties required)

4. Experience working with Remote Teams

5. Change Management Experience

6. Preferred knowledge of ServiceNow

7. Experience with run books

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.