Application Support Technician (HAT 1550)

Job description

The Application Support Technician provides guidance, assistance, coordination and follow-up on client questions, problems and defects of a wide variety of desktop applications maintained by the firm.  This may include off the shelf software and/or business specific application software and hardware.

Essential Functions of the Job:

·  Under limited supervision, respond to customers' inquiries concerning support requests and problem resolution.
·  Resolve software problems and/or identify and escalate hardware problems reported to the team.
·  Identify sources and trends of technical problems to prevent future occurrences.
·  Serves as an escalation point for difficult problems and complex inquiries.
·  Follows up on specific inquiries or requests to ensure client satisfaction.
·  May be asked to act as a peer group leader. 
·  May be required to help train colleagues and service desk staff.
·  May be asked to act as a backup to his/her supervisor.
·  Overtime will be required from time to time during projects and times of increased workload.
·  Work may be required at night or on weekends to support a project or during times of a system outage or emergency.

 
Analytical/Decision Making Responsibilities:

·  Ability to identify potential points of failure, areas for improvement, and identifying pain points and bottlenecks.
·  Makes recommendations to the team lead in regards to process changes and drives implementation, based on the needs of the business and product direction.
·  Leads the team to classify and prioritize issues related to the product.
·  Provides recommendations and analytical expertise on enhancement requests raised by Engineering, and challenges these requests if necessary.
·  Proven ability to coordinate resolution of issues on a subarea / area / global basis
·  Capable of managing small to midsize projects and leading sub-teams on large projects
·  Proven ability to coordinate resources to complete complex assignments
·  Ability to effectively communicate with other groups in IT Services, business practice representatives and outside vendors.
·  Enforces strategic product/policy direction set by management.

Skills Requirements:

·  Windows Desktop OS including Windows 7 and 10.
·  Advanced troubleshooting skills of Lotus Notes, MS Office, Internet Explorer, Windows and Apple operating systems.
·  Networking - TCP/IP (Configuration of Client, Client Troubleshooting).
·  Strong interpersonal, client service, communication, and organizations and project management skills.
·  Ability to work under pressure and react appropriately in a crisis situation.
·  Sufficient knowledge of IT operations, responsibilities, work flow processes and procedures in order to resolve most inquiries independently.
·  The ability to effectively work and team with clients, management and staff members.
·  The ability to fully document processes and fixes.
·  The ability to create and deliver presentations as necessary
·  ITIL is a plus.
·  Proficient in Service Now Incident, Problem, and Change Management.
·  Extensive knowledge and advanced troubleshooting skills of the applications comprising the Global Core Loadset.
·  The ability to read, write, speak and understand the English language.
·  A Bachelor's degree in Engineering, Computer Science or a related discipline.
·  Certifications, trade school degrees or a solid work history will be considered if such a degree has not been obtained.
·  Approximately 2-6 years of desktop management experience.
·  Extensive knowledge of IT operations.
·  Technical certifications are not required but will be considered a plus, especially if it’s closely related to the technologies referred to above.

Shift: Monday to Friday 1-10 PM
Location: Microcentro

EY, an equal employment opportunity employer, values the diversity of our workforce and the knowledge of our people