Job Description :
The Application Services Support Specialist provides break-fix / incident support for internal applications. The Application Support environment is a heterogeneous operating environment where support teams are aligned to portfolios / service lines with business process units (BPUs).
Troubleshoot Applications, assign and / or escalate tickets to correct resolver groups.
Perform Application incident coordination.
Review Windows & Application event logs, Active Directory Basics, DFS Shares, DNS Servers, Firewall, SMTP Server, SAN storage.
Provide SAP support operations in the following areas : SAP Supply Chain Management, Ops / Technical, Finance, Business Intelligence (BI) and Human Resources.
Provide support in Internet Information Server : Version of IIS, Web Config Files, IIS Log File troubleshooting, Log file parser tool, understanding of IIS Error codes, creation of web sites / Virtual Directory, binding IP’s & certificates, type of Certificates & Renewal of Certificates.
Provide support the in .Net & Cloud Computing (Azure) with understanding of key concepts such as Web Role, Worker Role (Service roles), App Fabric Cache, Authentication mechanism, Data Synch, Hybrid Model and troubleshooting configurations, basic skills to check if app is not performing or is down.
Provide support in Azure services and structures for SaaS, PaaS
Provide support for specific technologies in BPU’s including BI & Dynamics : EDI Concepts, Biztalk, Dynamics AX, Dynamics CRM
Provide support in SQL Programming (T-SQL) as well as SQL Admin with expertise on : T-SQL Concepts, SQL Jobs, replication, LogShipping, Indexing, Locking & Concurrency, Performance Tuning, Database Mirroring, Clustering.
Education and Experience Required :
High school education or equivalent.
2 to 4 years experience in service desk technical support Technical level 1.5.
Experience supporting the following MS products : Microsoft Teams, Skype for Business, Windows, Outlook, Exchange, SharePoint , PowerBI and Office, Non windows Microsoft Product (i.
e Office for Mac), AV (Audio Video) . Certification on these MS products is a plus.
Knowledge of MS (Microsoft) Applications.
Advanced level of English, both written and verbal. Level B2 and up.
Experience in customer facing role, remote support, telephone, e- support, e-chat or similar.
Computer proficiency with applicable software applications. (for example Microsoft Office, CAD, Adobe Suite, programming , domain join, bit locker)
Knowledge and Skills :
Excellent verbal and written communication skills in language to be supported.
Experience in troubleshooting in a technical environment.
Excellent analytical and problem solving skills.
Superior customer service skills.
Phone and remote support experience. E-support experience and knowledge .
Understand the customer to be an advocated for the customer.