Application Support Engineer

IPsoft   •  

New York, NY

Industry: Professional, Scientific & Technical Services

  •  

Not Specified years

Posted 44 days ago

  • The cognitive revolution has arrived. Automation and cognitive technologies are shaping the future of IT and business operations, and IPsoft is at the forefront of this massive shift in the way we live and work. If you want to be part of the future, IPsoft is the place to be. Innovation is our passion, and IPsofters at all levels have the opportunity to be creative and to be challenged.

    Overview:

    We are looking for an Application Support Engineer, responsible for managing tickets day-to-day during normal business hours. The role will be the first line of defense for all reported production issues and work with support teams to deliver timely solutions. The candidate should be a highly organized individual with excellent communication skills. You will work with the business to ensure tickets are complete and appropriately triaged. You will work directly with engineers to help investigate issues and to transform tickets into actionable stories for the support team. You will be responsible for communicating progress and resolution to internal stakeholders. This role also engages with stakeholders to drive improvements in how they perform their work and leverage technology.

    Responsibilities:

    • Demonstrate a strong understanding of issues, including in-depth technical analysis, troubleshooting, analyzing, root cause and engaging appropriate SMEs as needed to drive incident and problem management.
    • Provide timely feedback to end users on their service requests/problem tickets
    • Communicate any escalation of issues and or problems to proper management
    • Identify opportunities for automation and operational efficiencies.
    • Customer service orientation is key – on a daily basis you will collaborate with internal business partners, engineering teams and other technology professionals.
    • Support applications that rely on a variety of different technologies, such as Apache, F5, JBoss, WebSphere and Tomcat
    • Provide back-up support to team members as needed.

    Qualifications:

    • Experience as part of an IT team, preferably in a medium to large sized organization
    • Knowledge of Unix/Linux commands and basic administration
    • Must be an ambitious self-starter who is able to tackle issues independently but also work with the rest of the team as a whole
    • Strong troubleshooting skills and prove ability to use the tools at hand to research and resolve problems
    • Comfortable working in a fast-paced, changing environment
    • Excellent written and verbal communication skills
    • Must be customer-focused, personable, professional and detail-oriented.
    • Knowledge of ITIL/ITOM processes and procedures

    Education:

    • Completion of a 2 year degree or BA/BS highly preferred along with A+ Certification

    IPsoft is a true meritocracy. Each employee’s contribution is essential to our overall success, and those who work hard reap the rewards of their efforts. We believe in developing talent and promoting from within. Many of our managers and senior staff members started in junior positions.

    Our engineers are exposed to a wide variety of technologies and we encourage them to learn new skills. Each day brings different challenges, and our team thrives on the variety and intensity of our workplace. It’s a dynamic environment fueled by the energy of our staff.

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