Application Support Engineer Job Description Template
Our company is looking for a Application Support Engineer to join our team.
Responsibilities:
- Testing Estimation;
- Creating and editing documentation of internal processes and procedures;
- Re-testing and Regression Testing;
- Troubleshoot and diagnose application issues;
- Communicating with clients as required, keeping them informed of incident progress and notifying them of impending changes or agreed outages;
- Supporting kCura Relativity software, with the ability to triage and route calls to appropriate technicians;
- Problem solve and troubleshoot incidents within agreed timescales;
- Understanding Requirements and User Stories;
- Entering all work as service tickets into ConnectWise;
- Working through a daily schedule in ConnectWise; entering all time and expenses;
- Prepare and Execute test scripts;
- Assisting Junior Technicians and/or providing escalation support;
- Providing incident management to the various applications in accordance to SLAs;
- Identify and escalate bugs & repeat faults to the relevant internal teams;
- Become SME for at least one of the core applications used.
Requirements:
- An ability to work well as part of a team and to self-manage;
- A technical degree with at least 3 years’ experience in a similar position;
- Take advantage of the many opportunities – and apply new features and functionalities to existing design patterns;
- Strong interpersonal and communication skills, verbal and written;
- Knowledge of XML, XSLT, XPATH and XML Schemas;
- Ability to quickly grasp technical concepts and translate technical verbiage into easily understandable language for customers;
- Experience with any of the following: Networking, Windows Server, Crystal Reports, SQL;
- 3+ years of procurement analyst experience;
- Strong organizational, presentation, and customer service skills;
- Proven ability in managing high-level complex supplier contracts and partnerships;
- Ability to work independently on complex issues that may require in depth analysis of data and business processes;
- Knowledge and experience in cross-functional sales management methods and techniques;
- Experience in Project Management, Contract Management, and Process Improvement;
- Excellent written and verbal communication skills;
- Systems fault-finding and analytical skills/experience.