Application Support Analyst - Remote USA
The Application Support Analyst is responsible for providing technical support and guidance to our clients by answering their requests & addressing incidents regarding both server-side and client-side applications, by delivering advanced technical and troubleshooting skills, communication abilities, problem solving orientation, and computer proficiency on a day-to-day basis.
Duties/Responsibilities:
Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications
Log and document all incidents within a ticketing system and problems within ServiceNow
Analyze, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologies
Refer incidents to other parties when an incident is beyond your current skill-set
Proactively monitor, document and fix problems or anomalies found at our clients’ installations
Manage and exceed customers’ expectation by providing excellent service
Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications
Versatility to rotation shift & pager scheduling
Participate in sharing knowledge and publishing Knowledge articles
Participate in any project deemed necessary by the organization