NHR118 - Application Support Analyst

As an Application Support Analyst, you will be responsible for supporting our enterprise-level web applications and maintaining timely communications with our clients for reported issues. You will have excellent analytical and problem-solving skills while taking ownership of support issues and driving toward resolution with clear team communication.You will be required to gather the required information for reported issues and conduct further analysis and investigation; adhering to Service Level Agreements (SLAs).

• Be our first point of contact for customer issues, both Internal and External
  
• Diagnose, troubleshoot, and resolve issues by questioning customers about the issues they are facing in a detailed fashion that they understand
  
• Undertake advanced troubleshooting for enterprise applications
  
• Research previous tickets and documentation to help troubleshoot reported issues
  
• Assist in managing our support load, responding to customer or partner queries about issues that they might be encountering
  
• Attend meetings to discuss outstanding issues with clients and stakeholders
  
• Assist in proactive monitoring of application and server architectures to ensure system health
  
• Help maintain our support knowledge base articles for the benefit of our clients and future troubleshooting
  
• Install our product suite internally and on our customer sites
  
• Collaborate with colleagues across the globe, and participate in team handover meetings to assist our Follow the Sun support structure
  
  

Requirements

• Proven experience as an Application Support Analyst, Technical Support Engineer or similar role, preferably for an enterprise level software organization
  
• Competency in MS SQL
  
• Experience installing, configuring, and supporting complex web applications using the .NET framework
  
• Experience with IIS web server
  
• Excellent problem-solving and communication skills
  
• Ability to prioritize and manage several milestones and tasks efficiently, with minimal supervision
  
• Ability to provide step-by-step technical help, both written and verbal
  
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
  
• Be open to learning. A desire to dive in, learn recent technologies, and seek information
  
• Competency in one or more scripting languages ideal
  
• Bachelors degree in Information Technology, Computer Science, or a relevant field is a plus
  

Benefits

• Wellness room
  
• Hybrid workplace
  
• Flexible work hours in line with chain requirements
  
• Complimentary refreshments
  
• Open plan office
  
• Close to public transportation