Enterprise Applications Support Specialist

About the position

As an Enterprise Application Support Specialist, you will be responsible for the availability and stable operation of the various applications and systems the business depends on. You will provide application specific support and monitoring of our production environment. This position must provide in-depth technical and business knowledge of our applications as well as recommend application and system enhancements. You will represent the Enterprise Application Support team to the various teams within the business.

Responsibilities

• Provides technical support for business solutions, application related user issues, and/or system problems by performing root causes analysis.
• Communicates status of resolution to appropriate parties.
• Required to provide technical support outside of normal business hours.
• Proposes technology solutions to incorporate, improve, redesign, and/or enhance business processes.
• May guide and assist business owners and/or project managers in determining the scope and vision of solutions.
• Manages projects according to established standards by communicating with relevant stakeholders on status of implementation, application-related issues, application requirements, enhancements, changes, outages, and/or other production disruptions.
• Tracks, analyzes, tests, and validates infrastructure and software changes, including developing UAT scripts.
• Monitors live application event logs and system-generated alarms, interprets the events, and provides recommended course of remediation.
• Performs installation and configuration of server applications on designated environments, which includes contingency planning and regular contingency testing of applications and related infrastructure.
• Identifies gaps in resiliency, proposes and implements solutions.
• Coordinates collection of testing results and provides reports and guidance to technical teams and relevant parties.
• Reviews and/or creates application system documentation (i.e., processes, procedures, system flow diagrams) for supported products.
• Manages and/or builds relationships with vendors, monitors deliverables and deadlines, ensures vendor compliance with contracts, and leads resolution of technical issues.
• Serves as liaison to the business to implement information programs/systems, ascertain needs and acceptance, and to resolve problem situations.

Requirements

• Associate’s degree specializing in information technology from an accredited two-year college or technical school or above, or equivalent combination of directly related education and/or experience.
• Foundational knowledge of application monitoring and application support.
• Three to six years of exposure to and/or experience with providing post-production second-level application support.
• Must provide on-call support over weekend and/or evening hours.
• Excellent customer service, multi-tasking, analytical, and communication skills (written and oral), including the ability to explain technical concepts to end-users and non-technical staff.
• Demonstrate ability to work independently and manage projects of varying size and scope effectively.
• Effective interpersonal skills, including the ability to work effectively in a team environment.

Nice-to-haves

• Microsoft 365
• Entra ID
• Microsoft Endpoint DLP
• Microsoft Intune & MDM
• Microsoft Exchange Online & On-Prem
• Microsoft Hybrid Environments
• SharePoint
• Windows 10 / 11
• Windows Server 2016 / 2019 / 2022
• SQL Server 2019 / 2022
• SQL High Availability
• IIS (Internet Information Services)
• Active Directory
• Group Policy
• DNS
• Windows Share & NTFS Permissions
• DFS (Distributed File Systems)
• Duo SAML
• RMM (Remote Monitoring & Management) Knowledge
• Basic Linux
• Document Management
• Workflow Development & Enhancements
• MFT (Managed File Transfers)
• SSL Monitoring & Management
• PowerShell Scripting & Automation

Benefits

• Medical insurance
• Dental insurance
• Life insurance
• Disability insurance
• 401(k)
• Profit sharing
• Vacation
• Sick leave
• Paid holidays
• 100% of employee medical and dental insurance premiums paid
• Employer health savings account contributions