Job Details

ID #20007754
State North Carolina
City Raleigh / durham / CH
Job type Permanent
Salary USD TBD TBD
Source HireNetworks
Showed 2021-09-21
Date 2021-09-20
Deadline 2021-11-18
Category Et cetera
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Application Support Analyst

North Carolina, Raleigh / durham / CH, 27601 Raleigh / durham / CH USA

Vacancy expired!

Application Support Analyst

Are you an application support specialist with experience in SQL and supporting proprietary applications? Our UK-based IoT mobile-first software client has just opened their first stateside office here in RDU and is seeking an Application Support Analyst to join their team full time. In this role, you will troubleshoot customer technical support requests via Jira ticketing system, which pertain to the proprietary software application. Customers may be located in the US or the UK. You may also get to help build software demos or return SQL data for the analytics and insights team.

This is a direct-hire opportunity in Raleigh, NC. Salary is open and flexible to accommodate qualified candidates, with an estimate of $50,000 - $80,000. The company is still putting together their benefits package for US employees, but these will be available soon. This is a standard-shift position, but the right candidate can set their own hours as long as some of them overlap with UK business hours. The role will be fully remote to start and then will move to a 50/50 hybrid position down the line once a Raleigh location is secured. No relocation assistance, sponsorship, or C2C arrangements are available.

Responsibilities of the Application Support Analyst:

  • Respond to Customer Support requests via the ticket system Jira using telephone, email and the Jira Portal.
  • Troubleshoot and monitor low to high impact issues to ensure problem is resolved to completion and well documented.
  • Ensur e service requests and incidents are prioriti z ed by urgency and impact to the customer.
  • Ensur e relevant support staff are made aware of the current support issues.
  • Provide detailed investigation steps followed before escalating to additional tiers .
  • Creat e and maintain customer documentation on Guides and FAQs as well as internal documentation for staff.
  • Keep tickets up to date with detailed investigation taken , and ensur e customers are responded to in good time and are always kept up to date on the progress of their tickets.
  • A ssist with Office 365 administration and Microsoft Intune management for internal staff.

Qualifications of the Application Support Analyst:

  • Required:
    • 2+ years' experience in a technical support role; proprietary application support experience strongly desired
    • Experience troubleshooting mobile and web applications
    • A strong understanding of SQL
    • Knowledge of Android, Apple, and Microsoft technologies
    • Ability to apply solid troubleshooting methodology to isolate and resolve root cause of reported issues and document it in a uniform and organised way.
    • Outstanding customer support skills.
    • Excellent communication skills, both written and verbal with attention to detail ; must be able to translate technical concepts into layman's terms for customers and staff.
    • Good general professional skills, such as time management, good follow-through, and willingness to learn.
  • Desir ed :
    • Knowledge of MDM solutions such as Microsoft Intune, Soti, Samsung Knox.
    • Experience of ITIL.

Contact Lindsay Allan at lallan@hirenetworks.com regarding this posting. A Word resume is preferred when applying.

When looking for a job, have you ever heard the phrase it is not about what you know, it is who you know?

At HireNetworks, it really is all about who we know.

Whether your current contract is coming to a close, you're looking to advance your career or are a company on the hunt for new talent and wanting to expandlet HireNetworks put our networks to work for you.

HireNetworks is an equal opportunity employer.

Work is generally performed in an office environment in which there is only minimal exposure to unpleasant or hazardous working conditions. Must have an ability to sit for long periods throughout the day. Must be able to use a telephone or headset equipment.

The incumbent must be able to perform work at a computer terminal for 6 to 8 hours a day, function in an environment with

consistent

interruptions, and in rare circumstances, lift 20 lbs.

The work may be stressful at times and demand the ability to hit the key deliverables for the role.

Vacancy expired!

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