Application Support Specialist 1st level

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!

Tasks and Responsibilities

As the 1st point of contact for end user queries the Application Support Specialist is responsible for accepting, analyzing, categorizing, and prioritizing and resolving or reassigning incoming incidents and information requests.

Sharing relevant information with responsible application owner and technicians from other teams cooperating on the application support.

Responsibilities:

• Provide responses to end user administrative and technical questions based on existing knowledge in place (official application Help page and knowledge database) or based on consultation with subject matter experts – 2nd level, Platform Operations and/or ProductDev-4thLevel support when necessary.
• Provide administrative, technical, and troubleshooting assistance related to specific software and platforms.
• Document all incoming queries, ensure timely updates in tickets, drive the communication with the end user to satisfactory resolution.

• Language skills: a good level of English language – German skills are a plus
• L1 IT or Application support experience - advanced L2 technical skills are a plus.
• Strong problem solving/analytical abilities.
• Good communication skills.
• Attention to detail and ability to prioritize tasks.
• Ability to work independently as well as willing to follow direction and best practices.
• Planning and organizing skills.
• Team player and supportive personality.

• Paid Special Leaves
• Edenred Card (can be used in >16.000 restaurants, hotels and gas stations in Germany)
• Fishing for Friends program – our referral program
• Refreshments in the D-ploy office
• Vouchers (B-day voucher, wedding, and new born surprise, 5-years and10-years anniversary surprise)
• Further development and professional advancement
• Friendly and international working environment
• Competitive salary and various benefits
• Company-sponsored events

Is IT in your DNA?