Senior Application Support Engineer

Role Description

We are seeking a highly motivated and experienced Application Support to join our growing IT team. You will be responsible for providing exceptional technical support for a variety of applications. This position requires a good understanding of ITIL principles and best practices, coupled with deep technical expertise in troubleshooting and resolving complex application issues.

What You'll Be Doing

Core Responsibilities

• Provide technical support for a variety of enterprise applications.

• Collaborate with developers and other IT teams to troubleshoot and resolve complex application issues, including performance bottlenecks, integration problems, and data integrity issues.

• Monitor application performance and proactively identify and address potential issues. • Perform root cause analysis of incidents and implement preventative measures to minimize future occurrences.

• Develop and maintain documentation for team processes and procedures.

• Troubleshoot and diagnose application issues using established procedures.

• Participate in projects related to application upgrades, migrations, and implementations.

• Contribute to continuous improvement initiatives within the Application Support team.

• Participate in knowledge sharing sessions and contribute to the team's overall knowledge base.

Experience, Qualification and Skills

• Bachelor's degree in computer science, Information Technology, or a related field (preferred).

• Minimum 5 years of experience in application support or a similar technical role.

• Experience with CRM application. • Good understanding of ITIL principles and their application to service management.

• Experience with specific ITIL processes (e.g., Incident Management, Problem Management, Service Level Management) a plus.

• Analytical and problem-solving skills.

• Strong communication and interpersonal skills.

• Experience with a ticketing system (e.g., ServiceNow, Jira) is a plus.

• Proven experience troubleshooting and resolving application issues.

• Experience with setting up and using Application Monitoring tools (Prometheus Stack, Dynatrace, Datadog, ...) is a plus.

• Experience with scripting languages (PowerShell, Bash) is a plus.

• Strong understanding of networking concepts and protocols (TCP/IP, DNS, etc.) a plus.

• Experience with OS Administration (Linux or Windows).

• Experience with Database technologies is preferred.