Engineer II - Application Support

Position Description:

• Provide second-level support for a variety of enterprise applications, responding to incidents, resolving issues, and ensuring optimal performance and availability.

• Deploy new application software and perform application upgrades following established procedures and change management processes.

• Investigate and diagnose technical problems related to applications, collaborating with cross-functional teams to identify root causes and implement effective solutions.

• Interface with vendors, developers, and infrastructure teams to ensure timely problem resolution and escalate issues as necessary.

• Maintain accurate system documentation, including application configurations, troubleshooting steps, and support procedures, to facilitate knowledge sharing and compliance.

• Monitor and manage application availability, capacity, and performance metrics, proactively identifying areas for improvement and implementing enhancements.

• Manage and prioritize incident tickets according to SLAs (Service Level Agreements), ensuring timely resolution and minimal disruption to business operations.

• Ensure applications comply with security policies, standards, and regulatory requirements, implementing necessary controls and participating in audits as needed.

• Assist end-users with application usage, provide training and guidance on features and functionalities, and contribute to user documentation and training materials.

• Perform all other duties and special projects as assigned

Education and/or Training:

• Bachelor’s degree in a related field or equivalent work experience

• Additional education, certifications, or other distinctions are a plus

• Proficient in various desktop tools including MS Office Programs (i.e. Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint etc.)

Relevant Work Experience:

• 5+ years’ experience

• Breadth and depth of expertise in a technical or functional area; knowledge of work processes and tools is generally limited to own area of responsibility or department

• Collecting and analyzing raw data to identify trends, patterns, anomalies, and other helpful information.

• Reviewing and improving analytics processes, methods, and tools to increase efficiency, accuracy, and security

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