The purpose of the Level 2 Application Support Specialist is to ensure the smooth operation and performance of our products used by different clients, while working closely with the Application team and other support teams to diagnose and resolve complex issues and provide effective solutions to internal and external customers.
Job Duties and Responsibilities:
- Investigate and troubleshoot complex issues with the application and provide effective solutions to customers.
- Collaborate with developers and other support teams to identify and resolve issues related to application performance, configuration, and compatibility.
- Provide timely and accurate technical support to clients through email, phone, and ticketing system.
- Monitor and maintain the availability, reliability, and performance of enterprise-level applications.
- Create and maintain documentation related to application support processes, procedures, and solutions.
- Participate in on-call rotation and provide after-hours support as needed.
- Communicate effectively with stakeholders and provide timely updates on issue resolution and status.
- Work cooperatively with others
- Comply with all company policies and procedures
- Maintain regular, punctual and reliable attendance and availability
- Full time position from our Pittsburgh office
All the tasks described in these Job Duties and Responsibilities are the essential functions of this job.
Qualifications:
- Bachelor’s degree or a related field or equivalent experience.
- Minimum of 3 years of experience in L2 Application Support or a related field.
- Strong experience in troubleshooting complex issues related to enterprise-level applications.
- Excellent understanding of ITIL, SLAs, and incident management processes.
- Strong analytical and problem-solving skills.
- Knowledge of basic SQL writing
- Excellent communication and interpersonal skills.
- Ability to work effectively in a team-oriented environment.
Other:
This job description is not an exhausted list of all functions that employee may be required to perform, and employee may be required to perform additional functions. Visionet and its subsidiaries (“Company”) reserves the right to revise the job description at any time. Employment is at-will.
