Application Support Engineer
Application Support Engineer
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$ 82000 - 92200
1 Vacancy
Job Description
Summary:
The Support Engineers 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.
Duties and Responsibilities:
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:
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 organizations goals and objectives.
Preferred Experience Requirements:
Education:
Bachelors Degree
All submissions should include a cover letter and resume.
The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race color national origin age marital status sex sexual orientation gender identity gender expression disability religion ancestry political affiliation or veteran status in employment educational programs and activities and admissions.
Workplace Accommodations:
The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall based on disability be excluded from participation in or be denied the benefits of the services programs or activities of the University or be subjected to discrimination. For information about UMGCs Reasonable Workplace Accommodation Policy or to request an accommodation applicants/candidates can contact Employee Accommodations via email at.
Benefits Package Highlights:
- Generous Time Off:Enjoy 22 days of paid vacation 15 days of sick leave 3 personal days and 15 paid holidays (16 during general election years). For part-time employees time off rates will be prorated based on the number of hours worked.
- Comprehensive Health Coverage:Access to health care medical with vision dental and prescription plans for both individuals and families effective from the 1st of the month following your hire date.
- Insurance Options:Term Life Insurance Accidental Death and Dismemberment Insurance and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.
- Flexible Spending Accounts:Available for medical and dependent care expenses.
- Retirement Plans:Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
- Supplemental Retirement Plans: include 401(k) 403(b) 457(b) and various Roth options. The university does not provide matching funds.
- Tuition Remission:Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time) tuition remission benefits are prorated.
Hiring Range:
$82000.00 - $92200.00Employment Type
Full-Time
