Application Support Specialist

Overview:

The application support specialist at ScaleFocus will provide application technical support of business applications using Swarm Support model. The candidate must possess excellent interpersonal skills, and the ability to work well in a diverse, multicultural environment. The candidate should also have a sense of ownership over all applications and should ensure smooth daily operation of all applications.

Qualification:

Minimum 1 year support analyst or senior application support experience
Basic knowledge of the disciplines in an application support environment, incident handling, change management, problem management etc.
·       Problem solving exposure at application and business transaction level

·       Knowledge of Jira or similar help desk system

·       Knowledge of support models (Tiered or Swarm)

·       Basic understanding of business application architectures

·       Strong troubleshooting skills

·       Excellent English spoken and written

Education:

·       Bachelor’s Degree in Engineering/IT or IT academy certificates in QA/Programming

Bonus

·       German language spoken and written,

·       Understanding IT infrastructure and Public Cloud platforms.

Responsibility:

·       Participation in complete life cycle of support issues: call logging, investigation, resolution, workarounds and liaison with the client regarding delivery of fixes.

·       Addressing advanced customer business and technical queries.

·       Assist with providing and implementing temporary workarounds.

·       Review and improve operational requirements relating to the business processes.

·       Coordinate and manage maintenance requests between the Business and IT.

·       Providing instant support directly to the customer when possible.

·       Providing first response to customer and ensure that request is timeously resolved.

·       Maintaining the help desk system.

·       Tracking SLA.

·       Acting as SWARM master.

·       Resolving trivial, minor or major issues.

·       Escalation to the right swarm group.

·       Monitoring process of support.

·       Maintaining issues flow.

·       Creating knowledge base for internal purposes.

·       24/7 support.

·       Participating in swarm support meetings.

If you are interested in becoming part of our team, please send us your CV to [email protected]