Technical Application Support Analyst
Qode•Florida, PR
•$35 - $38•Onsite
About The Position
This role serves as an escalation point for vendor-supported and business-critical applications. You’ll work closely with end users, internal IT teams, and third‑party vendors to resolve issues, manage support cases, and improve application reliability and support processes.
Requirements
- Bachelor’s degree in Computer Science, Information Systems, or related field OR four (4) years of equivalent experience
- Four (4) years of IT support, help desk, or application support experience
- Experience supporting vendor-hosted or third-party applications
- Experience with ServiceNow or similar ticketing systems
- Working knowledge of Windows OS, Microsoft 365, Active Directory, networking basics, and VPNs
- Experience in Tier 2, Tier 3, or escalation support roles
- One or more IT certifications (CompTIA, Microsoft, ITIL, or similar)
Responsibilities
- Provide Tier 2 and Tier 3 support for vendor-hosted and business-critical applications
- Coordinate troubleshooting between users, internal IT teams, and software vendors
- Track and manage vendor support cases through resolution using a ticketing system
- Troubleshoot issues across Windows OS, Microsoft 365, Active Directory, VPNs, printers, peripherals, and remote access tools
- Analyze recurring issues and recommend operational or technical improvements
- Maintain accurate documentation in ticketing and knowledge management systems
- Escalate high-impact or unresolved issues as appropriate and communicate status professionally
- Work directly with third-party software vendors and external support providers
- Assist with gathering technical and business requirements for RFQs and vendor evaluations
- Review vendor documentation, proposals, support models, and escalation processes
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
