Application Support Engineer | Singular | Tech Talent
Guest
Inactive
RegisterLogin
JobsCompaniesCoursesEducation
About
Language
< BE OUTSTANDING />
Singular
Application Support Engineer
Tags
#Tbilisi
Singular
Application Support Engineer
#Tbilisi
Field
Support
Category
Support
Location
Tbilisi
Commitment
Full-time
Seniority
Unspecified
Show

Duties and Responsibilities

  • Providing high quality and timely software application support; Administer and resolve applications issues, provide respective updates;
  • Root cause analysis of application errors and escalation where applicable to the responsible persons;
  • Monitor all alerts related to application and system procedures;
  • Provide services proactively;
  • Identify all issues and prepare appropriate documentation on all issues and solutions;
  • Perform analysis on software application functionality and suggest improvements;
  • Consulting with software development team and clients to improve application performance;
  • Manage escalated tickets from Service Desk
  • Ensure OLA & SLA targets are not breached;
  • Be the first point of contact for escalation by Service Desk;
  • Analyze and troubleshoot the issue and gather more details - dive into the issue, obtain relevant information from the client, determine whether it is a valid service request and provide full picture description of the problem / request;
  • Fulfil generic client requests - This can be: Check communication application logs to obtain requested data; Validate / Check service behaviour from API calls or UI; Perform requested operation in the application (Operation which is not accessible to the client, i.e.: Add a new game, Block one of the providers...).
  • Clear and timely communication with customers about expected resolution time frame and problem description;
  • Create and maintain a comprehensive library of technical documentation used inside the team;
  • Edit and review materials prepared by other application support engineers;
  • Provide training to customer representatives;
  • Related duties as assigned.

Requirements

Working Experience:

  • Demonstrable experience as an Application Support Engineer in a related field;
  • Extraordinary customer service and relationship management experience. Standard Qualifications:
  • Working knowledge of how to read application / communication logs (specifically with Graylog);
  • Working knowledge of how to use browser Dev Tools (Chrome, Safari Dev Tools);
  • Advanced proficiency in determining the causes of application errors and repairing them;
  • Complex problem solving skills;
  • Exceptional written & verbal communication skills;
  • Ability to keep up with innovation in application design;
  • Ability to learn and master employer-specific software;
  • Ability to diagnose & address application issues;
  • Virtual working capabilities
  • Advanced level of English Language.
  • CompTIA A+ or IT Support Professional certificate

Benefits

  • Training and learning opportunities – Online Learning Portals, Public Lectures, Conferences;
  • Insurance package –5☆ family insurance;
  • International work experience;
  • Travel opportunity;
  • Outstanding working environment (xbox, birthday celebrations, team-buildings);
  • Competitive salary;
  • Career and professional advancement.
Field
Support
Category
Support
Location
Tbilisi
Commitment
Full-time
Seniority
Unspecified
Show