Summary: The Application Support Engineer manages desktop and web-based application software solutions typically purchased from third party vendors. They will work directly with the business owners from various administrative departments and provide application analysis, implementation, configuration, administration, troubleshooting and support services as the primary technical point of contact internally, engaging vendor technical support as needed. This position is responsible for maintaining accurate technical documentation, managing application upgrade processes including testing, scheduling and implementation on a regular basis.
Manage processes to upgrade and maintain assigned systems. Work with vendors to resolve issues that cannot be readily addressed using in-house resources.
Draft and submit technical specifications and diagrams that document existing systems or outlines the build of prospective systems.
In conjunction with other technology teams, establish and maintain an appropriate test environment and execute appropriate application test plans for assigned applications.
Define packaging requirements for desktop applications, when necessary, and prepare applications for installation into the production environment using Firm standard tools and methodologies.
Research new applications and/or application features both independently and by management request. Formulate recommendations and implementation plans.
Resolve end user issues as escalated by the Service Desk, including working with software vendors' technical support to resolve complex problems.
Provide After Hours On Call Support. Work as needed during monthly maintenance windows.
Using a variety of means, maintain a high level of current awareness of new technologies and technology trends associated assigned applications and areas of discipline.
Develop and maintain application documentation, including, but not limited to, Configuration Guides, Application Design Guides, Frequently Asked Questions list, Knowledge Base articles; provide consultation to the training team on associated end-user documentation.
Perform other duties or special projects as required.
3+ years of experience maintaining and supporting Windows 10 desktop environments and web-based (client/server or SaaS) applications.
Previous experience in software evaluation, implementation, integration, testing and deployment.
Previous experience breaking down business processes into technology requirements.
Experience with Microsoft Office Applications including third-party add-ins
NICE TO HAVES
Experience with Windows Server 2008 and IIS administration (2012 R2 and higher)
Experience with IT task and report automation using tools such as PowerShell scripts
Ability to write SQL statements with some complexity