Application Support Analyst

Job Summary :

As a Level 2 Application Support Analyst your role is to help solve complex technical issues escalated by our 1st level support team. You'll dig into problems, communicate with users to understand their needs, and collaborate with our development and quality assurance teams to ensure timely resolutions.

Duties and Responsibilities :

• Perform in-depth troubleshooting including DB analysis and reading system logs to identify and solve complex support issues that were escalated by 1st level support
• Understand and document business flows
• Communicate and coordinate with users to more understand their requests
• Initiate and follow-up with dev and QA teams for technical root causes analysis
• Open Jira tickets for support requests with all collected details
• Write new improvements/Stories and validate them with business
• Assign valid support tickets for dev team to resolve them
• Provide direct support if configuration issue or incorrect use of the system
• Test fixes with coordination with QA team to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups

Essential Skills :

• First experience in a technical support position
• Excellent troubleshooting experience
• Ability to understand flows and provide creative technical solutions
• Fluent English and excellent customer facing and communication skills (verbal and written)
• Ability to comply with tight deadlines
• Multi-tasking, self-learning, highly motivated and a team player
• Experience with using Microsoft Office, including Excel and Word
• Knowledgeable in SQL Query Language
• Knowledgeable in Finance/Accounting

Desirable Skills :

Experience with Microsoft Azure technologies

Experience in Agile/Scrum Context