Support Engineer/Analyst

Reports to:  Support Manager 

Main objectives of the Job: 

The Application Support Analyst will act as an escalation point for complex technical system incident resolution and will be responsible for ensuring application availability to end users in accordance with agreed Service Level Agreements.

 Main Duties and Responsibilities:

• Participates as a team member in the implementation and support of applications in a production environment 


• Performs support for one or more applications and releases of varying levels of complexity (ranging from medium to high)


• Responsible for ensuring each reported problem is resolved in a timely manner, tracked according to standards and escalated as appropriate


• Participates in implementation of new releases into production


• Participates in project team activities prior to release and contributes to documentation requirements consistent with methodology


• Responsible for solving medium to high complexity support problems


• Responsible for developing and maintaining information for a knowledge base


• Tracks feature and bug requests for prioritization


• Communicates problem resolution and additional information to customer groups, project team and IT support groups


• Assists in the preparation of presentations and status reporting 

Personal skills: 

• Must have strong problem solving, analytical and customer service skills


• Must possess strong written and oral communication skills


• Must be able to effectively communicate technical and business problems in a non-technical manner


• Must be able to work in a team


• Must be able to work independently within established guidelines and procedures


• Must be able to monitor individual progress towards service level agreements


• Must be willing to undergo training both locally and abroad


• Must be assertive and be able to hold a professional attitude at all times


• Must have the ability to exercise sound judgmental and decision making abilities


• Must be ready to work outside normal working hours