Senior Application Support Engineer
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Job Description
Application support engineer supporting First Advantage clients and first-line Customer Support. Troubleshooting incidents, managing knowledge, and improving service processes and SLAs.
Responsibilities:
- Deliver exceptional customer service to First Advantage clients and provide technical and application support to first-line Customer Support
- Develop and maintain a knowledge base to enhance incident resolution rates for First Advantage products and services
- Escalate issues to implementation teams as necessary
- Contribute to best practices for Incident, Problem, Request, and Event Management
- Maintain communication and collaboration with business teams to provide timely updates
- Review and analyze incidents to identify problems, workarounds, fixes, and improvement opportunities
- Apply Incident, Problem, Request, and Event Management best practices while meeting KPIs and SLAs
- Keep technical and application skills current through training and literature
- Share knowledge with others as needed
Requirements:
- Experience in a 2nd line Technical Operations or Application Support role
- Familiarity with Incident, Problem, Request, Event, and Change Management processes
- Proven track record of delivering exceptional customer service to end users, with a focus on meaningful communication
- Ability to troubleshoot basic to advanced computer operations and software issues
- Proficiency in database configuration changes using SQL, MongoDB, and RDS
- Strong knowledge of SQL and scripting languages
- Understanding of software development practices, concepts, and technologies
- Familiarity with technical and business environments and processes
- Insight into operating systems, development environments, and deployment practices
- Good verbal and written communication skills
- Self-motivated with strong initiative
- Exceptional problem-solving and analytical abilities
- Keen attention to detail
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