Sr. Application Support Engineer

In this role, you'll gain valuable experience working on a variety of technical projects and incidents. You'll troubleshoot problems, analyze data, collaborate with customers, and play a key role in ensuring the smooth operation of our IT systems.

Responsibilities

• Technical Problem-Solving: Tackle moderately complex technical problems and projects, independently evaluating situations and recommending solutions.

• Independent Judgment: Leverage your knowledge within defined procedures to make informed decisions and take appropriate actions.

• Project Participation: Actively contribute to customer and internal projects, including transformation initiatives, by providing support within your area of expertise.

• Knowledge Sharing: Mentor junior team members on specific technical areas, fostering their skills and knowledge.

• Incident Resolution: Resolve most technical incidents independently within your area of responsibility. Collaborate with colleagues to address more complex or cross-technology issues.

• Knowledge Base Building: Document known errors and workarounds to help improve future troubleshooting efforts.

• Proactive Escalation: Identify potential issues that may require escalation and proactively notify management.

• Customer Service: Manage basic customer escalations and provide clear explanations and solutions.

• Change Management: Independently review, implement, and verify changes or solutions of moderate complexity and risk, ensuring they meet customer needs within your area of responsibility. Understand and follow established change control processes.

• Configuration Management: Maintain the accuracy and completeness of entries within the Configuration Management Database (CMDB).

• Technical Expertise: Apply GIZA SYSTEMS solutions effectively to address moderately complex customer needs within your technical expertise.

• Continuous Improvement: Actively participate in team discussions, offering suggestions for improvement and providing guidance within your area of responsibility.

• Balancing Priorities: Effectively balance internal needs with customer requirements and the needs of internal business units or end-users.

• Teamwork & Collaboration: Work collaboratively as part of a virtual, global, or multi-functional team, serving as a resource to others and potentially mentoring junior team members.

• Business Acumen: Demonstrate a basic understanding of business contracts to support and fulfill contractual agreements within your area of responsibility.

• Performance Analysis: Analyze service performance data, including response times, throughput, and utilization, to identify trends and forecast capacity requirements.

• Incident Recovery: Take responsibility for executing recovery actions when needed.

• Preventive Maintenance: Begin to develop your proactive problem-solving skills by identifying potential issues and recommending solutions to prevent them from occurring.

• Data Analysis: Analyze data and trends to identify opportunities for improvement, such as increasing application reliability or reducing maintenance costs.

Qualifications

• Bachelor's degree in Computer Science, IT Service Management, Engineering, Business, or a related field. Equivalent work experience may be considered.

• 3-5 years of relevant experience in a technical support role.