Applications Support Engineer

Responsibilities:

• Provide remote technical support by researching and resolving problems related to the use of applications for end users, work with vendors to diagnose root causes, and resolve escalated issues
• Evaluate, install, configure, and deploy new applications/technologies, and monitor or enhance existing applications throughout the enterprise
• Liaise with Project Management Office and other Information Technology (IT) teams to initiate Work Efforts that enrich supported application functionality
• Participate in and manage application oriented projects. Oversee project phases and ensure timely completion of tasks
• Proactively communicate with business units and their leadership to understand short and long term plans ensuring that applications meet the requirements for the end-users and the business
• Document current processes and procedures along with building, contributing, and maintaining knowledgebase articles for the firm’s systems
• Develop subject matter expertise in applications used by one or more business unit(s)
• Participate in knowledge sharing with all IT teams to train and develop team members to more efficiently resolve incidents
• Participate in scheduling rotation for providing after hours on-call escalation support to end users

Qualifications:

• Bachelor’s degree or equivalent experience required; emphasis in Computer Science or related field preferred
• Minimum of 2 years of related experience required; experience in a professional services environment preferred
• Experience providing application and end-user support services
• Experience in supporting complex systems including Citrix (XenApp, XenDesktop, XenMobile), SharePoint, Dynamics CRM, tax, audit, and accounting applications, and/or ERP systems
• Experience troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, printers), working with automated help desk systems, Active Directory user administration, application deployment, and QA testing processes
• Strong verbal and written communication skills including the ability to articulate complex issues to internal clients and vendors
• Ability to collaborate and work effectively across teams while building trusted relationships and positively influencing others
• Self-directed professional with strong interpersonal skills
• Effective time management and organizational skills, proven ability to prioritize while simultaneously managing numerous project/processes often under tight deadlines
• Proven commitment to providing exceptional client service and foster a high degree of end user satisfaction through the delivery of quality and timely service
• Ability to convey technical issues and material to non-technical audience
• Ability to travel as needed, approximately 5%