Application Support Engineer

Western Governors University•Salt Lake City, UT

18h•Remote

About The Position

The Application Support Engineer is responsible for the resolution of escalated technical support issues for our students and staff facing products and tools. The Engineer will work directly with Ed Tech product teams as subject matter experts. They respond to escalated telephone, email, and chat messages from both students and staff needing technical assistance. They are considered a technical expert on the team and will be utilized on highly complex and extensive issue resolution. The Application Support Engineer will have technical understanding of intermediate to senior level administration of internal applications and systems inside the University. They will model the leadership principles of the university and mentor others on technical expertise and outstanding customer service.

Requirements

Bachelor's Degree in Computer Information Systems, Computer Science, or a related field
2-4 years of related experience
Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.
Exceptional analytical skills balanced with effective communication with excellent customer service skills.
Professional verbal and written communication skills.
Ability to work independently, analyze problems, and make decisions with minimal management intervention.
Proactively involves key technology infrastructure or other teams when necessary.
Ability to anticipate potential obstacles and develop contingency plans to overcome them.
Awareness of new and existing technologies, architectures, and best practices.
Ability to manage multiple issues simultaneously in high-pressure environment where change is commonplace.
Ability to handle multiple interrupts and multi-task effectively.
Ability to diligently follow standards and best practices for many different technology areas.

Nice To Haves

Master's Degree in a related field
Experience as an IC2 Incident Manager on Service Desk or similar Ticketing Management Process.
Administrative experience in ServiceNow and familiarity with reporting.
Experience understanding, maintaining, and troubleshooting distributed/scalable systems and high-volume transaction applications.
Familiarity with Salesforce, Active Directory, OnBase, IIQ, Engageware (TimeTrade), Banner, Office365, Google Apps Admin, PAMS, OnBase, Oracle, and SQL.
Basic knowledge of: PAMs, Single Sign-On Management System, Scheduling Management Applications, and Remote Desktop Access Applications.
Familiarity with On-Call Services (e.g., OpsGenie, etc.)
Understanding and troubleshooting, bug fixing, root cause review Argos Experience
ITIL Foundations, CompTIA A+, CompTIA Net+ Certifications

Responsibilities

Performs duties as a subject matter expert, offering next-level support to staff and students while directly assisting teams in Ed Tech, learning their work and helping in their queues.
Receives and reviews escalated calls, emails, and web-tickets for end-users and other university staff/contact centers and proposes major/minor incidents or service request tickets, logging all pertinent information while resolving problems timely and effectively.
Builds relationships and rapport with key business leaders, including executive management.
Acts as a subject matter expert for integrating with technical teams.
Offers both Tier-1 and Tier-2 teams consulting and mentoring, as needed, for both technical and leadership skills.
Maintains ownership of incidents, ensuring timely entry, updating, and closure of all tickets and issues.
Leads or participates in trainings for increased knowledge of external teams’ systems and operations.
Performs multi-functionally to flex into other roles (i.e. – Problem Analyst, NOC Engineer) should assistance be required.
Collaborates with analysts in other groups to implement standardized practices and follows routine processes to promote secure systems.
Performs other job-related duties as assigned.