IT Application Support Engineer

About the Role

We're on the lookout for an IT Application Support Engineer to join our team improving the customer experience with our products. You will provide support for a wide range of business systems and customer applications. This is an incredible opportunity to contribute to a tech environment that's diverse, cutting-edge, and committed to excellence.

Responsibilities

• Provide support to the business through Jira Service Desk/Zendesk, including triage, resolving, and escalating issues.
• Using monitoring/logging/reporting tools to trace down issues to the faulty components 
• Ensure that SLA's are being met and report on volume, performance and trends 
• Ability to triage and manage incidents, perform an Incident Commander role and update stakeholders on progress during resolution
• Maintain Knowledge base to facilitate self-service and prompt resolution of requests.
• Provide feedback on continuous improvement of processes, procedures and products in order to reduce request volumes and enhance products.
• Tracking, Management and Communication of support tickets, ensuring timely response and resolution, meeting SLA requirements.
• Proven success in the prioritization of multiple tasks, self-motivation, and time management skills Position IT Application Support Engineer
• Strong communication skills, coupled with the ability to engage effectively with internal and external stakeholders.
• Proactively identifying system risks of data failure, data loss, inappropriate disclosure or use of data and then designing and implementing solutions to mitigate.
• Adhere to IT Delivery Standards, procedures, and runbooks for supporting Applications where applicable.
• Proficiency in writing SQL queries and performing root cause analysis on production issues.

Skills and Experience:

• Minimum 2 years of experience in Application support or similar roles.
• Experience in Application Support Automation & Alerting
• Good knowledge of ITIL methodology including Incident, Change, Problem and Knowledge Management
• Good knowledge of Atlassian Products including JIRA Service Desk & Confluence
• Experience with monitoring/reporting tools, such as Datadog, Cloudwatch and Sentry etc. Previous experience supporting systems deployed in AWS cloud