Job Description :
Greetings!
We Cocolevio hiring for below job position, if you are interested in pursuing this opportunity please reply with your updated resume, expected compensation and the best time to speak to discuss further.
Here are the job details:
Job Role: Application End User Support Engineer
Location: Austin, TX (100% Remote)
Duration: Full Time
What you’ll achieve:
As an Application End User Support Engineer you will provide the processes, infrastructure and resources to ensure effective and streamlined responses to user or system-generated requests and incidents across a wide range of impacts and types of incidents. Candidates must have a background in managing projects in various aspects of computing infrastructure, shared services and application support services. You will be the SME (Subject Matter Expert) and provide support for incident resolution, DR recovery planning and requests for service/information. Additionally, you must have experience with ITIL Service Operation and should be successful working under minimal supervision to plan, direct and coordinate activities to drive expedient and efficient restoration of services during a critical incident.
You will:
Provide production support of moderately complex applications in production by troubleshooting issues, proposing solutions, developing and testing fixes, and migrating solutions
Provide SME support to root cause analysis (RCA) investigations
Ensure proper ITIL standards are maintained as incidents spawn problem and change records, following up to ensure timely resolution of related problems and changes
Provide end user support for application knowledge and data to answer questions, clarify or provide training on application issues
Communicate and collaborate with end users writing change requests to resolve tickets and develop documentation to work around application issues
Initiate system/software change requests to address defects
Introduce proactive, corrective, and preventative measures to ensure and improve ongoing system stability
Support customer service requests from investigation, response, work-around or correction
Essential Requirements:
5+ years of related experience in a professional role with a Bachelor’s degree
Application administration experience and requirements necessary to troubleshoot application environments
Comprehensive knowledge of application programming and design to analyse and isolate issues
Ability to analyze and develop solutions to highly complex problems
Thorough understanding of client/server networks
Experience developing innovative and creative output based on interpretation and analysis that improves business performance and contributes to corporate goals and strategic intent