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L3 Application Support Engineer

  • Primary Location: United States,Texas,Irving
  • Education: High School Diploma/GED
  • Job Function: Technology
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18024908

Description

Responsibilities
•Driving productivity, recommending improvements, remediation and operational excellence using quality methodologies to identify opportunities for improvement.
•Timely escalation of all incidents logged into the team trouble to appropriate management levels.
•Manage the team trouble queue.
•Take on new application support across different platforms.
•Conduct follow-up calls to clients, application groups and external vendors.
•Adhere to company policies and procedures.
•Identify reoccurring issues and determine the root cause, own the problem until resolution.
•Updating self-help documents so customers/employees can try to fix problems themselves.
•Help with Testing and fixing faulty applications with CATE/Application Owner.
•Properly escalate unresolved issues to appropriate internal teams.
•Support the roll-out of new applications.
•Provide support, including procedural documentation and relevant reports.
•Stay current with system information, changes and updates.
•Ensure all issues are properly logged.
•Prioritize and manage several open issues at one time.
•Provide prompt and accurate feedback to customers

Troubleshooting of production related issues for:
•Cisco Jabber
•Lync/Skype for Business clients.
•Click to Call
•Common desktop browsers (Chrome, IE11, and Edge)
•Microsoft Outlook client and industry plug-ins
•Citimeet / BT Dolby

Qualifications


•Excellent problem-solving and communication skills.
•Ability to diagnose and troubleshoot basic technical issues.
•Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role (3+ Years’)
•Ability to provide step-by-step technical help, both written and verbal.
•Familiarity with remote desktop applications and help desk software (eg. Servicenow)
•MS Office Professional (All Flavors)
•Hands-on experience with Windows/Linux/Mac OS environments
•MS Outlook / Exchange
•Voice technologies (Cisco/Avaya)
•Skype for Business
•Pexip
•Helpdesk
•VDI (Virtual Desktop Infrastructure)
•Active Directory
•MAC OSX
•Citrix Environment
•VMWare Horizon

Desirable Skills

Scripting (Powershell,vbs,c#,vb.net,bash)
Microsoft Qualifications
Other IT Support based qualifications / training
ITIL qualifications

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