Application Support Engineer
- Participate in and support capacity planning and the development of long-term strategic goals for systems and software in conjunction with end-users and department managers.
- Coordinate with the Service Desk, Desktop Support, Infrastructure Support and Security Operations teams to implement systems that utilize industry best practices to meet corporate objectives.
- Deployment of enterprise systems and applications across server, workstation, cloud, and mobile platforms.
- Manage all user-facing applications in cloud, hosted, and on-premises environments.
- Manage enterprise collaboration solutions such as Microsoft Exchange, Teams, SharePoint, and OneDrive.
- Manage VOIP solutions and Teams calling integration; including call queues, hunt groups, voice recording
- Ensure the integrity and security of enterprise data in cloud, hosted, and on-premises environments and during data transfer in accordance with business needs and industry best-practices regarding privacy, security, and regulatory compliance.
- Manage end user accounts, permissions, and access rights in accordance with best-practices regarding privacy, security, and regulatory compliance.
- Perform and test recovery procedures for supported applications.
- Anticipate, mitigate, identify, troubleshoot, and resolve enterprise application issues.
- Practice asset management, including maintenance of system and application inventory and related documentation.
- Support application development teams throughout project lifecycles.
- Analyze system and application performance.
- Recommend, schedule, and deploy application upgrades, patches, and configuration changes.
- Conduct research on emerging products, services, protocols, and standards in support of system procurement.
- Create required reports in response to business user needs.
- Participate in discussions with vendors to configure and secure managed applications.
- Develop, document, and maintain procedures for system administration and appropriate use.
- Manage and/or provide guidance to junior members of the team.
- Facilitate system access and work with third parties’ technical supports to install, upgrade, maintain and troubleshoot vendor supported applications.
- Monitor key metrics to maintain optimal application performance and availability.
- Perform periodic application lifecycle review to ensure timely upgrade of applications, systems, platforms, and operating systems.
- Work closely with IT relationship managers to monitor service level agreements for third-party cloud solutions; manage escalations as needed; facilitate license and cost optimization
- College diploma or university degree in the field of Information Technology and/or 5 years equivalent work experience.
- Certifications in Microsoft technologies or solutions
- Working technical knowledge of network, PC, and platform operating systems, including Windows 2016-2022 and Windows 11
- Experience supporting web-based applications (both in-house and commercial off-the-shelf) running on Microsoft IIS
- Working technical knowledge of current systems software, protocols, and standards, including Active Directory Domain Services, directory/site design, group policy management, certificate services deployment and management, DHCP, DNS
- Basic understanding of networking principles, including key protocols (TCP/IP, DNS), ports, VPNs, and diagnostic tools to troubleshoot application connectivity issues.
- Hands-on software and hardware troubleshooting experience.
- Experience with data management.
- Experience documenting and maintaining configuration and process information.
- Knowledge of applicable data privacy practices and laws.
- Experience with virtualization technologies, such as VMware vSphere and Microsoft Hyper-V
- Experience with enterprise backup and replication tools, including Azure Recovery Vault Services, Cohesity and Zerto.
- Experience with virtual private cloud and public cloud operations, including Azure and AWS.
- Experience with cloud administration to include IAM, deploying services, service monitoring, managing resource consumption, configuration management, and service automation (i.e. Azure Document Intelligence)
- Experience with Solarwinds network performance monitoring tool
- Working knowledge of relational database management systems and tools, such as SQL Server database engine, SQL Server Management Studio, and Azure SQL
- Experience with data extraction, transformation and loading tools, such as IBM Infosphere Information Server, Microsoft Fabric, or similar solutions.
- Experience with Managed File Transfer software and client tools, including MoveIT Automation, MoveIT Transfer, Box.com, Axway Secure Client, Azure SFTP and FileZilla
- Experience with automation and orchestration tools such as Microsoft Power Automate and Microsoft Power Pages
- Working technical knowledge of Office 365, OneDrive, SharePoint and other AWS and Azure SaaS and PaaS services.
- Experience with administration and integration of PaaS solutions such as ServiceNow, Snowflake, SalesForce, and Microstrategy
- Strong customer service orientation.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Strong interpersonal and oral communication skills.
- Adept at reading, writing, and interpreting technical documentation and procedure manuals.
- Ability to conduct research into hardware and software issues and products as required.
- Ability to present ideas and solutions in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Ability and motivation to learn new skills and technologies quickly and with minimal guidance and support.
- Skilled at working within a team-oriented, collaborative environment.
- Staggered hours to provide coverage for the IT operations support window, currently from 7:00 AM to 7:00 PM, but subject to change in the future.
- After hours, weekend, and on-call support as needed
- Occasional travel is required (less than 5%)
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