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Application Support Engineer Resume Examples: Proven To Get You Hired In 2024

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• Application Support Engineer
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• System Administrator

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• Application Support Engineer Resume Tips

Application Support Engineer Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., application support engineer resume sample.

When businesses want to streamline their operations, they seek an application support engineer. These engineers are responsible to overlook the installation and maintenance of software applications important to the business, assisting wherever necessary. Being an application support engineer means being an expert on software stacks and timely debugging and maintaining software. They need to be communicative and responsible with time, along with having a bachelor’s degree in computer science or information technology. If this job sounds like the one you’re seeking, we have a great resume template for you to take inspiration from!

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your application support engineer resume in 2024,    demonstrate technical programming skills through projects..

Your projects that are built upon various programming languages and frameworks can make a difference to your resume. Some of the most important languages that employers often look for are Java, C++, Javascript, .Net languages as well as HTML. Some framework examples can include Emmet, jQuery, Bootstrap as well as Sass.

   Show your abilities in using common software tools.

Experience with data management, online platform development, and proprietary business software can help your resume stand out. It demonstrates your capacity for successfully managing the technical components of your profession and establishes your skills before you even get the job! Some of these software includes Apache Hadoop and Ajax.

IT Support Analyst Resume Sample

System administrator resume sample.

We spoke with hiring managers at top companies like Microsoft, Salesforce, and Oracle to understand what they look for in Application Support Engineer resumes. Here are some key tips they shared with us to help your resume stand out from the competition and land more interviews.

   Highlight your technical skills

Emphasize your technical skills that are relevant to the Application Support Engineer role, such as:

• Proficiency in SQL, Python, and Java
• Experience with Salesforce, SAP, or Oracle applications
• Knowledge of ITIL and Agile methodologies

Avoid simply listing your skills without context. Instead, provide specific examples of how you've used these skills to solve problems or improve processes. For example:

Developed a Python script to automate data migration, reducing manual effort by 80% and saving 20 hours per week.

   Quantify your impact

Use numbers and metrics to quantify the impact of your work. This helps hiring managers understand the value you can bring to their team. For example:

• Provided application support to users
• Managed incidents and service requests

Instead, quantify your achievements like this:

• Supported 500+ users across 3 business units, maintaining 99% SLA compliance
• Managed 100+ monthly incidents and service requests, reducing average resolution time by 30%

   Show your problem-solving skills

Application Support Engineers need strong problem-solving skills to troubleshoot issues and find solutions. Highlight specific examples of how you've used your problem-solving skills to overcome challenges. For example:

Investigated and resolved a critical application performance issue impacting 200 users, identifying and fixing a database query bottleneck that reduced response times by 50%.

Avoid generic statements that don't provide insight into your problem-solving approach, like:

• Troubleshot application issues
• Solved problems for users

   Demonstrate your communication skills

Effective communication is crucial for Application Support Engineers who work with both technical and non-technical stakeholders. Show how you've used your communication skills to collaborate with teams, explain complex issues, or provide user training. For example:

• Created user guides and training materials for new application features, reducing support tickets by 25%
• Collaborated with development teams to provide user feedback and requirements, resulting in 3 major UX improvements

Avoid simply stating that you have "good communication skills" without providing evidence.

   Tailor your resume to the job

Customize your resume for each Application Support Engineer job you apply to. Review the job description and company website to identify key skills and requirements, then highlight your relevant experience and achievements. For example:

• Application Support Engineer with 5 years of experience

Instead, tailor your summary to the specific job:

Application Support Engineer with 5 years of experience supporting Salesforce Sales Cloud and Service Cloud applications for enterprise clients. Proven track record of reducing support ticket volume by 30% through proactive problem management and user training.

   Include relevant certifications

Certifications demonstrate your expertise and commitment to professional development. Include relevant certifications for the Application Support Engineer role, such as:

• ITIL Foundation Certification
• Salesforce Certified Administrator
• Oracle Certified Associate (OCA)
• AWS Certified Cloud Practitioner

List your certifications in a separate section on your resume, and include the year you earned each certification. This helps hiring managers quickly see your qualifications and expertise.

Writing Your Application Support Engineer Resume: Section By Section

  summary.

As an Application Support Engineer, your resume summary is an optional section that can help provide additional context about your career journey and highlight key skills and experiences. While not required, a well-crafted summary can grab the attention of hiring managers and complement the rest of your resume. Remember, your summary should not simply repeat information already covered in other sections.

When writing your summary, focus on showcasing your most relevant qualifications for the Application Support Engineer role. Avoid using an objective statement, as these are outdated and focus on your goals rather than how you can benefit the company. Instead, use your summary to emphasize your technical expertise, problem-solving abilities, and customer service skills.

To learn how to write an effective resume summary for your Application Support Engineer resume, or figure out if you need one, please read Application Support Engineer Resume Summary Examples , or Application Support Engineer Resume Objective Examples .

1. Highlight your technical expertise and key skills

Your summary should showcase your technical skills and expertise relevant to the Application Support Engineer role. Mention your proficiency in specific programming languages, databases, and tools commonly used in the industry.

• Experienced Application Support Engineer with expertise in Java, SQL, and Linux. Skilled in troubleshooting complex software issues and optimizing application performance.
• Detail-oriented IT professional with a strong background in application support, including proficiency in Python, Oracle, and Agile methodologies.

Avoid using generic or vague descriptions of your skills:

• Application Support Engineer with technical skills and experience in various tools.
• IT professional with a background in application support and knowledge of programming languages.

2. Emphasize your problem-solving abilities and impact

As an Application Support Engineer, your ability to troubleshoot and resolve complex issues is crucial. Use your summary to highlight your problem-solving skills and the impact you've made in previous roles.

Results-driven Application Support Engineer with a proven track record of identifying and resolving application performance issues. Implemented proactive monitoring solutions, reducing downtime by 30% and improving user satisfaction. Skilled in collaborating with cross-functional teams to deliver high-quality support.

Avoid using cliché phrases or soft skills without providing context:

• Problem-solver with excellent communication skills.
• Team player with a strong work ethic.

  Experience

Your work experience section is the heart of your resume as an application support engineer. It's where you show hiring managers how you've applied your technical skills to solve real-world problems and deliver value to your previous employers. In this section, we'll break down the key steps to writing a compelling work experience section that will catch the attention of hiring managers and help you land your next application support engineer role.

1. Highlight your technical expertise

As an application support engineer, your technical skills are your greatest asset. Use your work experience section to showcase your expertise in the specific technologies, programming languages, and tools that are most relevant to the job you're applying for.

For example, instead of simply listing your responsibilities, highlight specific projects or initiatives where you applied your skills to solve complex problems:

• Developed and maintained custom Python scripts to automate application deployment, reducing manual effort by 50% and improving deployment speed by 30%
• Troubleshot and resolved critical production issues with Java applications, collaborating with development teams to identify root causes and implement permanent fixes

By providing concrete examples of your technical abilities, you'll give hiring managers a clear picture of the value you can bring to their organization.

2. Use strong, industry-specific action verbs

When describing your work experience, use strong, industry-specific action verbs to convey your impact and responsibilities. Weak, generic phrases like "responsible for" or "worked on" don't effectively communicate your contributions.

Instead, use powerful verbs that are specific to application support and showcase your technical expertise:

• Engineered, developed, programmed
• Debugged, troubleshot, resolved
• Optimized, streamlined, automated

Compare the following examples:

• Worked on application support tickets
• Triaged and resolved complex application support issues, ensuring 99% uptime for mission-critical systems

The second example is much more effective at conveying the candidate's expertise and impact in an application support role.

3. Quantify your impact with metrics

Whenever possible, use metrics to quantify your impact and achievements in your work experience section. Numbers help hiring managers understand the scope and significance of your contributions, and make your resume more compelling.

For example:

• Managed a portfolio of 50+ applications, ensuring 99.9% availability and reducing mean time to resolution by 45%
• Implemented new monitoring and alerting processes that reduced critical incidents by 30% and saved the company an estimated $500K in downtime costs

Developed and maintained a knowledge base of 200+ technical articles and guides, improving first-call resolution rates by 25% and reducing escalations to Tier 3 support by 40%

If you don't have access to specific metrics, you can still use numbers to provide context and scale, such as the number of applications you supported, the size of your user base, or the volume of support tickets you handled.

4. Showcase your career progression

Hiring managers love to see candidates who have consistently taken on more responsibility and progressed in their careers. If you've been promoted or taken on leadership roles in your previous positions, be sure to highlight that in your work experience section.

Application Support Engineer II, XYZ Company (2018-2021) - Promoted from Application Support Engineer I after just 18 months, based on strong performance and technical expertise - Led a team of 5 junior engineers, mentoring them on best practices and providing guidance on complex issues - Spearheaded the development of a new application monitoring platform, which reduced mean time to detection by 50% and improved overall system stability

By showcasing your career progression and leadership experience, you'll demonstrate to hiring managers that you have the skills and drive to take on more senior roles and make a significant impact on their team.

  Education

Education is a critical section of your application support engineer resume. It demonstrates you have the necessary background and training for the role. Here are some tips to ensure you write an effective education section:

1. List your degree and major

Include your degree level (e.g., Bachelor's, Master's) and the specific major or concentration. If you have multiple degrees, list them in reverse chronological order.

Here's an example:

Master of Science in Computer Science University of California, Los Angeles, 2018-2020 Bachelor of Science in Information Technology California State University, Long Beach, 2014-2018

2. Highlight relevant coursework for entry-level candidates

If you are a recent graduate or entry-level candidate, you can boost your resume by listing relevant coursework under your degree. This shows employers you have specific knowledge applicable to application support engineering.

Coursework to highlight:

• Software Development
• Database Management
• Systems Analysis and Design
• Network Administration

3. Include noteworthy academic achievements

Did you graduate with honors, earn a high GPA, or receive any awards? Be sure to include those accomplishments to make your education section stand out.

• Graduated summa cum laude
• GPA: 3.8/4.0
• Dean's List, Fall 2016 - Spring 2018

However, avoid listing achievements that aren't significant:

• Participated in intramural sports
• Member of the Anime Club

4. Keep it concise for experienced application support engineers

If you are a senior-level application support engineer, your work experience is more important than your education at this stage. Keep your education section brief, like this:

B.S. Computer Science, UCLA

Here's an example of what not to include:

Bachelor of Science in Computer Science University of California, Los Angeles Graduated: June 1995 Relevant Coursework: Intro to Programming, Data Structures, Operating Systems, Senior Capstone Project GPA: 3.4/4.0

  Skills

The skills section of your resume is crucial for application support engineers. It's where you showcase your technical expertise and demonstrate that you have the right abilities for the job. Hiring managers and applicant tracking systems (ATS) quickly scan this section to assess if you're a good fit. Here are some key tips to write a strong skills section:

1. Tailor your skills to the job description

Read the job description carefully and identify the key skills required for the application support engineer role. Then, make sure to include those skills in your resume, using the same terminology as the job posting.

For example, if the job description mentions specific programming languages, databases, or tools, include those in your skills section:

Programming : Java, Python, C++ Databases : SQL, Oracle, MySQL Tools : JIRA, Splunk, Nagios

Avoid listing generic or irrelevant skills that don't relate to the job:

Microsoft Office Customer service Teamwork

2. Organize skills into categories

Group your skills into relevant categories to make them easy to scan. Common categories for application support engineers include:

• Programming Languages
• Operating Systems
• Web Technologies
• Tools & Platforms

Under each category, list your skills in order of proficiency. This helps highlight your top skills.

Programming Languages : Java (Expert), Python (Advanced), JavaScript (Intermediate), C++ (Beginner) Operating Systems : Linux, Windows, macOS Databases : MySQL, MongoDB, Oracle

Avoid creating too many categories or listing skills without any context. Stick to 3-5 key categories that are most relevant for application support engineering roles.

3. Focus on technical skills over soft skills

As an application support engineer, your technical skills are most important. Prioritize including specific programming languages, tools, systems and methodologies. Avoid listing soft skills like 'communication' or 'leadership' in the skills section. Demonstrate those through your work experience and achievements instead.

A poor skills section may look like:

Problem-solving Verbal & written communication Hardworking Quick learner

Instead, focus on hard skills and tools:

Java Linux Kubernetes Agile methodology Troubleshooting

4. Be mindful of applicant tracking systems

Many companies use applicant tracking systems (ATS) to screen resumes. These software scan your resume for specific keywords related to the job. If your skills section doesn't contain the right keywords, your application may be automatically rejected.

To optimize your resume for ATS, use the exact terms from the job description. For example, if the posting mentions 'Splunk,' include that term rather than a generic phrase like 'log management.' Avoid abbreviations or acronyms that the ATS may not recognize.

A skills section not optimized for ATS may get overlooked:

Object-oriented design Web apps Debugging

Instead, match keywords from the job posting:

Java JavaScript Tomcat JUnit Log analysis

Skills For Application Support Engineer Resumes

Here are examples of popular skills from Application Support Engineer job descriptions that you can include on your resume.

• Application Support
• System Administration
• Windows Server

Skills Word Cloud For Application Support Engineer Resumes

This word cloud highlights the important keywords that appear on Application Support Engineer job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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Resume Guide: Detailed Insights From Recruiters

• Technical Support Resume Guide & Examples for 2022

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•  Get a resume score compared to other Application Support Engineer resumes in your industry.

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Application Support Engineer Resumes

• Template #1: Application Support Engineer
• Template #2: Application Support Engineer
• Template #3: IT Support Analyst
• Template #4: System Administrator
• Skills for Application Support Engineer Resumes
• Free Application Support Engineer Resume Review
• Other Engineering Resumes
• Application Support Engineer Interview Guide
• Application Support Engineer Sample Cover Letters
• Alternative Careers to a Application Support Engineer
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9 Application Support Engineer Resume Examples for 2024

Crafting a resume for an application support engineer position requires a blend of technical know-how and clear communication. This guide provides tested samples and key strategies to showcase your skills effectively. Expect to see how tailored experience, education, and certifications align with job requirements, and learn to present this valuable information with precision in your resume.

• 09 May 2024 - 1 new resume template (Cloud Application Support Engineer) added
• 01 May 2024 - 1 new section (Essential technical skills list) added
• 23 Apr 2024 - 1 new resume template (Lead Application Support Analyst) added
• 15 Apr 2024 - 1 new section (Show impact with numbers) added
• 07 Apr 2024 - 1 new section (Make your skills shine) added
• 30 Mar 2024 - 1 new section (Beat the resume screeners) added
• 22 Mar 2024 - 4 new sections, including 'Education placement on resume', added
• 22 Mar 2024 - 6 new resume templates, including IT Support Engineer Transitioning to Application Support, added
• 20 Mar 2024 - Article published
• 17 Mar 2024 - Resumes approved
• 15 Mar 2024 - First draft complete

  Next update scheduled for 17 May 2024

Here's what we see in standout application support engineer resumes:

Show Impact With Numbers : You should show your impact with clear numbers. Include ticket resolution rates , how you've reduced system downtime , cut response times , or improved user satisfaction scores . Numbers help us see the real impact you've made.

Match Skills To Job Description : Include skills on your resume that you have and are also in the job description. Popular ones are SQL database management , Linux/Unix proficiency , Troubleshooting techniques , Scripting knowledge , and Customer support experience . Choose those that match your abilities.

Highlight Automation Initiatives : Show any involvement in automation to grab attention. Use phrases like automated report generation or streamlined data backup . Automation is a key trend and shows you work to make systems more efficient.

use this maybe to have a resume upload button widget 1: yellow Here's a short quick tip / warning for people to include. If your symptoms get worse or do not improve after 1 day, go to a lower altitude if you can. Try to go around 300 to 1,000 metres lower.

widget 2: red / but not serious Here's a short quick tip / warning for people to include. If your symptoms get worse or do not improve after 1 day, go to a lower altitude if you can. Try to go around 300 to 1,000 metres lower.

helpful blue / but not serious Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include. Here's a short quick tip / warning for people to include.

Application Support Engineer Resume Sample

Education placement on resume.

Place your education after your work experience if you have been employed in the field for several years. The abilities you have gained in real-world situations often speak louder than your degrees.

However, if you have recently completed a relevant course or certification, such as a specialized bootcamp for application support skills, this should be highlighted at the beginning of your resume to show you are up to date with current technologies and methodologies.

Application Support Engineer with Database Specialization Resume Sample

Highlight technical proficiencies.

Showcase specific technical skills relevant to an application support role. Examples include familiarity with SQL databases, scripting languages like Python or Bash, and troubleshooting methodologies.

Demonstrate your experience with ticketing systems or user support platforms, as these are often distinct to the role of supporting applications versus other types of engineering positions.

Ideal resume length

Your resume should be one page if you have less than 10 years of experience. This makes the information easy for the hiring manager to read and shows you can communicate your qualifications concisely.

For those with more extensive experience, particularly if you have held multiple roles as an application support engineer or related positions, a two-page resume is acceptable to cover all relevant skills and history.

Junior Application Support Engineer Resume Sample

Emphasize problem-solving abilities.

Describe specific incidents where you have successfully resolved application issues. This could include bugs you've fixed or downtimes you have minimized.

Supporting applications often means being the bridge between users and the technical team, so highlight experiences where you have communicated effectively to both parties to resolve complex technical problems.

Senior System Support Specialist Resume Sample

Beat the resume screeners.

Understand how application support engineer resumes are screened by applicant tracking systems (ATS). These systems look for keywords and phrases that match the job description, so it's important to tailor your resume accordingly. Focus on including terms that are relevant to supporting and maintaining applications.

Here are some suggestions to improve your resume's ATS compatibility:

• Use keywords like 'troubleshooting', 'user support', and 'system updates' that are common in application support roles.
• Make sure that your technical skills section includes specifics such as 'SQL', 'Python', or 'Linux', depending on what the job description emphasizes.

Technical Support Engineer Resume Sample

Make your skills shine.

As a hiring manager, I value seeing a resume that speaks directly to the job. For an application support engineer, this means showing you get tech and can solve problems. You should also show you're a team player. When you tailor your resume, think about the job and match your skills to it.

• Focus on software, systems, and tools you know. Mention any you've worked with, like SQL databases or Linux servers .
• Show you can lead. If you've guided a team, even a small one, tell about it. Use clear facts, like 'Led a team of 4 to update app security.'
• If you're new to this job area but have related skills, talk about them. Explain how you used them in tasks like troubleshooting or customer service, which apply here too.

IT Support Engineer Transitioning to Application Support Resume Sample

Essential technical skills list.

When you're crafting your resume as an application support engineer, you want to show that you have the right toolbox of skills. Here's a list of hard skills to consider. Remember, you don't need to have every skill, but focus on the ones where you are strong and which are most relevant to the job you want.

• Windows Server
• Scripting languages (e.g., Python , Bash )
• Database management
• Networking fundamentals
• Problem-solving with log files
• Application monitoring tools (e.g., Nagios , Splunk )
• Customer service platforms (e.g., Zendesk , ServiceNow )
• ITIL frameworks

Place these skills in a dedicated section on your resume for easy reading. Many companies use software to scan resumes for specific skills before a human sees them. This is why it's important to match the job description as closely as possible.

Always be honest about your proficiency level. If you have experience with a particular CRM software or a ticketing system , make sure to include it. Tailor your skills to the job posting, and don't forget to include any certifications like CompTIA A+ or Microsoft Certified: Azure Administrator Associate that prove your expertise.

Lead Application Support Analyst Resume Sample

Show impact with numbers.

When you apply for a job, it is key to show how you have made a real difference at your past work. Numbers can help do this. For an application support engineer, this means sharing how you improved systems and helped users. Think about how you can measure your work. Here are some ways to do this:

• Consider the number of user issues you resolved and how this improved customer happiness. You could count how many tickets you closed or how much faster you made the support process.
• Did you help make any systems or apps better? Show your impact by listing any percent increase in system uptime or reduction in error rates .
• If you have worked on making things more efficient, talk about the time saved due to your changes, like a decrease in page load times or a reduction in the steps needed to complete a task .
• Have you been part of a team that rolled out new updates or features? Mention the number of successful updates and how they improved performance or user experience.
• If you trained people or wrote guides, how many people did you help or how many documents did you create? You can use metrics like training sessions held or guides written .

Use these ideas to think about your work. Even if you are not sure about the exact numbers, you can make a smart guess. It is better to show some numbers than none at all. This will help you stand out.

Cloud Application Support Engineer Resume Sample

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5 Amazing application support engineer Resume Examples (Updated 2023) + Skills & Job Descriptions

Build your resume in 15 minutes, application support engineer: resume samples & writing guide, luke benson, employment history.

• Develop and maintain reports
• Develop and maintain application interfaces
• Collaborate with other teams to ensure successful implementation of applications
• Develop and maintain data models
• Create and maintain application user guides
• Provide technical support to end-users
• Monitor system performance and optimize as needed

Do you already have a resume? Use our PDF converter and edit your resume.

• Develop and maintain application documentation

Quentin Kelly

Professional summary.

• Troubleshoot and resolve application issues
• Analyze requirements and design solutions
• Identify and recommend process improvements
• Perform data analysis and provide recommendations
• Create and maintain application test plans
• Support and maintain existing applications

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Table of Content

• Introduction
• Resume Samples & Writing Guide
• Resume Example 1
• Resume Example 2
• Resume Example 3
• Resume Example 4
• Resume Example 5
• Jobs Description
• Jobs Skills
• Technical Skills
• Soft Skills
• How to Improve Your Resume
• How to Optimize Your Resume
• Cover Letter Example

application support engineer Job Descriptions; Explained

If you're applying for an application support engineer position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

application support engineer

• Contributed to continuous improvement and quality assurance tasks.
• Supported software integration and implemented maintenance enhancements to bolster product development cycle.
• Communicated with clients to define business objectives and present individualised solutions.
• Communicated with clients to define business objectives and present individualized solutions.
• Improved application performance through optimization of flow processes.
• Addressed technical issues and guided end users through resolution.
• Communicated technical development stages and provided design support to businesses and other stakeholders encouraging participation for on-time execution.
• I Worked as Product Support Engineer for 3+ months for Airtel Money -Africa where I interacted and dealt with clients to resolve the issues.
•  During my project, I learned Server Maintenance , enter commands and observe system functioning to verify correct operations and detect errors. and the internal working of our product with efficient time management skills where we have to work under stress and tight deadline. 
• Engineered technical solutions to customer related queries on MATLAB, Graphics, Image Processing, Curve fitting and Optimization.
• Tested and verified math functions in Fixed-point designer toolbox.
• Provide monitoring, support, investigate, fault administration for application for Vodacom DRC and TZN
• Assist software development and project team in identifying issues on the system application.
• Maintenance of the application (new version installations, patches)
• Perform scheduled daily, weekly monthly support tasks
• Write SLA monthly reports for client (DRC and TZN) 
• Manage weekly and monthly meetings with the client (DRC and TZN)
• Write incident reports
• Answered the client’s requests for assistance in order to provide top-notch support.
• Deployed with two clients i.e Bharti Airtel & Jubilant Foodworks Limited.
• To work on the different web based applications like Airtel PV and the POS Software.
• Trained junior members of IT team regarding the support process and troubleshooting of  the client’s queries.
• To provide the high level service deliveries to out end business users as per the B2B process.
• A competent professional with 3 years of experience in Networking, HPUX, Linux, Oracle and Internal finance applications.
• ITIL V3 foundation certified.
• Worked on incident management, Major incident management, Cisco routers, switches, and change management.
• Possess comprehensive knowledge of Microsoft Word, Excel, and Outlook.
• Good experience in resolving tickets and system monitoring within SLA

application support engineer Job Skills

For an application support engineer position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

• Data Analysis
• Project Management
• Troubleshooting
• Quality Assurance
• Database Management
• Financial Management
• Visualization
• Business Acumen
• Process Improvement
• Relationship Management
• Programming
• Network Administration
• System Administration
• Data Modeling
• Database Design

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

• Communication
• Interpersonal
• Time Management
• Problem Solving
• Decision Making
• Critical Thinking
• Adaptability
• Organization
• Public Speaking
• Negotiation
• Conflict Resolution
• Attention to Detail
• Self-Motivation
• Stress Management
• Collaboration
• Strategic Thinking
• Emotional Intelligence
• Flexibility
• Reliability
• Professionalism
• Computer Literacy
• Customer Service
• Presentation
• Written Communication
• Social Media
• Supervisory
• Risk Management
• Documentation
• Relationship Management.

How to Improve Your application support engineer Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Quentin White

Include your contact information and job descriptions, missing job descriptions lessens your chances of getting hired..

• Employers want to know what you've accomplished, so make sure to include descriptions for all of your previous jobs.
• Keep job descriptions short but don't just list your jobs.
• Never copy-paste a job description to post on your resume. Get inspired and use tools to help you write customized descriptions.

How to Optimize Your application support engineer Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

Gordon Smith

• Prove technicle suport too end-userss.
• Develp annd maintaine aplication doccumentation.
• Deveop and impplement aplication securty protocols.
• Trouble-shoot and resolve aplication isues.
• Developd annd implementt applicattion securitty protocolls.
• Identyfy and recomend proccess improovments.
• Creat and mantain applcation test plans.
• Develp and imlpement aplication securitty protocolls.
• Moniter system performance, and optimise as neededed.

Correct Grammar and Address Gap Years in Your Resume

Don't leave unexplained gaps in your work history..

• When explaining gaps in your employment section, start by being honest.
• Elaborate on the gap and show that you never stopped learning.
• Explain and elaborate any gap in your work history by highlighting new skills.

application support engineer Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an application support engineer position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

To the respected KPMG Recruitment Team

I am a passionate Application Support Engineer with 7 years of experience in Business Strategy & Analysis. I am excited to submit my application for the Lead Application Support Engineer position at KPMG, where I believe my skills and expertise would be a great asset to your team.

My diverse life experiences have taught me the importance of adaptability, creativity, and resilience. Whether it was on the job, or simply on my day to day, I have learned to navigate challenges and find innovative solutions. I am confident that I possess the skills and expertise necessary to excel in the position at KPMG and I am excited about the opportunity to grow with a team that values these qualities and contribute to your organization's growth and success.

I appreciate the time and consideration you have given my application. I am confident that if we work together we could achieve great things and so I look forward to the opportunity to join your team.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

Related Resumes & Cover Letters

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Support Engineer Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the support engineer job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Provide on site assistance to Waters’ Global Field Organization as directed by support manager
• Provide input to Service Account Manager performance reports to be presented to customer
• Using advanced knowledge of the workflow to suggest improvements to optimize performance
• Provide product input to Global Operations, Quality, Development, Service and Product Management
• Work with the senior members in the group to provide workarounds for the customer reported issues
• Drive efforts to improve and create visibility of operational metrics and identify opportunities for continuous improvement
• Evaluate and analyze systems, performance, issues and metrics in order to provide recommendations to engineering for service improvements
• Work/support business users to understand issues, develop root cause analysis and work with the team for the development of enhancements/fixes
• Provide feedback and assistance to the software development team for software product improvements
• Working closely with Internal/External Stakeholders, Development Architects/Managers & developers, across locations, to ensure timely delivery
• Work with Development and QA managers to have the performance issues resolved. Design, implement and unit test server-side JEE/Java code
• Manage and implement client focused trainings, including developing the curriculum and training materials, and providing in-person and online training
• Carrying out routine network management tasks including daily backups, anti-virus checking and other housekeeping tasks
• Production of Depot Safety Case reports / documentation in liaison with Engineering Manager, Production Managers and QHSE Manager
• Basic knowledge in SQL (Oracle/DB2/SQL Server): being able to write/update basic SQL queries
• Basic to advanced knowledge of Business Management Basics and of Basic Business Processes (hereunder HR processes)
• Good knowledge of TCP/IP networking and strong knowledge of DHCP in particular
• A working knowledge of Visual Studio and using it to manage an expansive web project. Good knowledge of Microsoft SQL
• Good knowledge on Basic networking concepts
• Strong research skills, ability to quickly grasp new concepts
• Basic knowledge of the ITIL framework Desirable
• Proactive and able to adapt quickly to a strong developing type of service delivery
• Good knowledge of data migration technique. Knowledge of Data Migration Framework (DMF)
• Strong Knowledge of Java / J2EE knowledge, experience of agile practices, participate in daily stand-ups, retrospectives and planning meetings

15 Support Engineer resume templates

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• Solve customer's problems/issues and being a Subject Matter Expert on tools configuration, integration and usage
• Work for our Customers around the globe
• Escalate unsolved problems to 3rd/4th level support and coaching 1str level support
• Identify opportunities for service improvements and implement them with the help of the management
• Create and update product-/process documents and knowledge-base
• Participate in Incident Management calls and their follow-up meetings
• Develop customer specific reports
• Develop customer specific reports Requirements
• At least 4-5 years of experience in IT and 2-3 years of experience or strong interest in software development environment (as a support, administrator, configuration specialist or similar)
• Good knowledge about software development methodologies
• Familiarity with software development tools
• Understanding of common issues/alerts and their troubleshooting in a distributed and global environment
• Good English language skills is a must,
• Highly service oriented
• Knowledge of Windows, XP, Windows 7 and general desktop support issues
• Knowledge of DNS, TCP/IP , DHCP and other networking concepts
• Experience in working for a Hedge Fund or supporting a Hedge Fund
• Solid customer facing, writing and verbal communication skills to manage demanding users in a high-pressure production environment a must
• Proven, demonstrable skills in front-end user setups and environment
• Solid technical and analytical skills
• Solid customer facing, writing and verbal communication skills
• Acting as the primary point of contact for the management, purchase and deployment of wireless communications devices (e.g. cell phones, Blackberries, iPhones, Androids and wireless data)
• Evaluating and making recommendations for all aspects of mobility including MDM software, devices, etc
• Managing wireless vendor relationships, tracking tasks, costs and credits
• Managing Blackberry Enterprise Server and MDM software solution, programming new Blackberries on BES, and programming new SmartPhones on AirWatch MDM software
• Reviewing contracts against current market rates and tariffs and contracts
• Providing basic-to-highly complex technical support to resolve wireless carrier activation/set up, configuration and usability questions for users
• Designing, maintaining, and distributing monthly reporting for wireless analysis
• College degree, or equivalent experience
• 3+ years of comprehensive experience and thorough understanding of wireless carrier billing and associated tariffs and contracts
• Experience working with carriers and their processes for escalating requests
• Strong ability to validate related carrier inventory and sound knowledge of carrier portals and reports
• Experience managing Blackberry Enterprise Server
• College Degree
• Certified in supporting all issues with BB, iPhone and Androids-Blackberry Certified
• Experience managing MDM solution
• Knowledge of AirWatch
• Responds promptly to requests for technical support via email, phone and in person as needed
• Responsible for troubleshooting hardware and applications, providing technical support and problem solving
• Documents status of cases and provides updates to management, team and end users
• Document common issues and resolutions in the form of wiki and knowledge base entries
• Provides timely resolution of problems or escalation on behalf of customer to technical staff or management
• Participates in an on-call rotation that includes after hours and weekend support
• Works with the Help Desk, Systems Administrators, Engineering Operations, Security and other teams to identify and resolve escalations and outages
• Supports security standards (antivirus/firewall/patching/two-factor authentication/access)
• Responsible for configuring various type of Mail clients, such as, Mac mail, entourage, outlook on Mac and Windows. High level of knowledge with MS product line
• Initiates and tracks service requests with 3rd party vendors
• Maintains standard operating procedures, best practices and customer service guidelines
• Participates in on boarding and training team members
• Drives quality and adherence to best practices within the team
• B.S. in Computer science or equivalent experience
• Minimum 3 years’ experience in IT Support in a professional environment
• Strong problem solving/analytical skills
• Experience with support ticket management and tracking
• Strong customer service, problem solving and teamwork abilities
• Outstanding communication and interpersonal skills
• Exceptional Mac troubleshooting skills including the ability to differentiate hardware and software issues
• Extensive knowledge of Mac OS 10.7x, 10.8x, 10.9x and iOS
• Strong knowledge of Outlook Exchange
• Network fundamentals (network configuration, VPN, printing, etc)
• Expert knowledge of Windows and Office
• Knowledge of video conferencing solutions and support
• IPhone and Android support experience
• Some heavy lifting required
• Hungry to learn and grow within the team
• 10% Travel required to support remote offices and events
• Comprehensive understanding of OSI model with a specific concentration on Layers 2-3
• Proven experience working as a remote member of an IT team
• Conference Room A/V Support and Live Event experience a plus
• Mac, Linux, MCSE or network certifications
• Knowledge of Mac Systems Administration concepts and tools
• Experience writing tools and automation to help with day to day tasks
• Previous experience with IP Telephony(VOIP) & H.323 are a huge plus
• Understanding of best security practices
• Respond to help requests from helpdesk ticket queue to assist and solve issues in lab in a timely manner
• Deploy new systems, both real and virtual as required. No physical racking necessary
• Help implement new lab-wide initiatives such as VMware vCloud Director
• 2-3 years Linux system administration
• 1-2 years VMware vCenter and ESXi administration
• 1-2 years Unix shell scripting (bash shell)
• 1-2 years experience with some programming or scripting language(Perl and/or Java preferred)
• Support Day-to-day operations of the CMS platform
• Troubleshooting of production issues and performing RCA
• Partnering with Engineering Devops teams on the engineering related issues
• Building Monitoring and automation scripts
• Deploying software to pre-prod and prod environment
• Operational readiness testing and Beta testing of software
• Design, develop, enhance and maintain system software in a Solaris / Windows NT / Linux development environment
• Provide support to local internal clients and assistance in the support of systems at other locations
• Follow standard design and implementation processes and procedures
• Develop well-defined software modules
• Perform well-defined unit, product level integration, and development tests
• Write portions of test plans
• Debug sections of the subsystem
• Provide 1st/2nd level technical support
• Generate and maintain both internal and end user documentation, as required
• Assist with the set up of IT equipment for end-users (manual lifting required)
• Ensure that asset management, licensing, WHS, and other company policies are being adhered to
• Ensure compliance with the Company’s confidentiality and proprietary standards
• Work with the support team, providing assistance and input with project tasks as required
• Practical experience providing technical support
• Have an understanding of network patching
• Linux, Windows and OSX Operating System exposure
• Working knowledge of networking and connectivity
• PC maintenance and software installation experience
• Installation and upgrading of PC hardware experience
• TAFE, University or industry certification/training in the field of IT preferable
• Previous experience working in a Helpdesk environment will be highly regarded
• To work within well-defined system support guidelines
• Registration of new known solutions and updating of existing known solutions based on the answers / solutions developed within own Line-organization or received from elsewhere
• To lead and execute the implementation of new software releases
• NMS/EMS for Optical Equipments. Should have worked on HP / SUN servers
• Basic knowledge on Operating System such as UNIX, Linux
• Indepth knowledge on protocols - TCP/IP / OSI etc
• Expertise on simulation of problems in lab environment and associated troubleshooting
• Experience on Datacom & IP equipments such as Routers, Switches etc. will be an advantage
• Support FFI, FNI, FOA, DVA, Projects CSR’s
• System Admin and Troubleshooting Expertise on HP UX V1/V2/V3
• Good level of System Admin and Troubleshooting skills on SUSE Linux SA
• System Admin and Troubleshooting Expertise on Solaris 9/10 SA
• System Admin and Troubleshooting Expertise on Windows Server SA
• Wide exposure on troubleshooting performances issue on HP/Solaris and Windows servers
• Exposure to HP and SUN High Availability solution(SG) including commissioning and troubleshooting skills
• Database admin and troubleshooting capabilities on SQL/Objectivity
• Decent Exposure at hardware level to the following series of servers
• HP PA-RISC/Itanium servers
• HP Proliant X86 Servers
• SUN SPARC/X86 servers
• In-depth knowledge on protocols - SNMP/ TCP/IP / OSI etc
• Scripting (PERL/Shell) basic level in order to be able to automize routine task and troubleshoot application threads
• Wide exposure on different database schemas and designing tools to overcome database discrepancies
• Expertise on executing test specifications to verify solution to issues raised
• Work with assigned Incidents, using support tools and according to global support processes and procedures
• Through contact with external customers and internal support functions gather data and information about any specific problem that has been reported to Ericsson Television
• Take ownership of the customer communication on assigned Incidents
• Analyse problems and identify suitable solutions to these problems
• Undertake customer visits to resolve significant or complex faults, after other interventions have failed
• Participate in a 24x7 standby roster to support Contract customers
• When required, provide basic product and system training to internal and external customers
• Report on faults and failures, including recommendations on remedial steps and improvements, for feedback to the development and production functions
• Educated to a degree level in Electronic/Electrical Engineering, Communications Engineering or a related discipline OR have 3 years technical experience in a related industry
• Current driving Licence; ability and willingness to travel in the local country and overseas, often at short notice
• A flexible approach to the working environment – both internally and customer focused
• To have an in-depth knowledge of MPEG and DVB systems, and preferably customer service experience. Additionally, technical experience covering: Networks and Communications using IP Ethernet and routers, Windows 2003 Server, Windows XP. Database applications: Informix, Oracle
• A Bachelor of Science in IT, telecom or equivalent, plus at least eight years of telecommunications experience
• Candidate must have good GSM understanding
• Product: Ericsson Charging System
• Should have good knowledge on Operating System (Solaris, Unix,Linux)
• Should have good knowledge of TCP/IP
• Should have good knowledge of SS7, IN protocols, SIGTRAN/CIP-IP
• Should have good knowledge of Intelligent Networks ( Prepaid etc)
• Should be aware of Processes and all tools used for customer support
• Ability to work effectively in cross functional teams
• Should have database knowledge
• Should have knowledge of Shell scripting,Perl and Java
• Should have good experience on Tariff management, SDP features configuration, SDP load balancing/Migration and
• Focus on WRAN products
• Have the experience of customer support
• Preferred Qualifications & Experience Requirements
• Skilled at Ericsson RAN products 3810/3820/EVO RBS 3000/6000
• Additional Requirments, Physical Demands, Region/Local Specifications
• Resolving customer issues including complex technical scenarios integrating several cloud capabilities (Microsoft Azure, SQL Azure, AppFabric, etc.) and scenarios supporting a service such as service availability, quality, outage management, subscription management, correlation of usage and charges, and cost efficient solution architecture
• Provide critical product feedback to STB PGs (engineering and operations) and BGs
• Lead the integration of C&E talent to resolve issues with specific technologies (networking, SQL, SPP, etc.)
• 1)The Support Engineer (SE) for Subscription Management Support is a critical role in the resolution of complex support incidents related to supporting customer use of the Azure Platform. The Azure SE provides business critical support to Azure customers around the world through various support offerings
• 2)A Support Engineer is a Subject Matter Expert in Azure Platform services, technologies, offerings, and billing platform
• 3)The successful Support Engineer has the drive and intellectual horsepower to resolve difficult customer issues; directly supports customers through telephone, email, and chat services; escalates issues quickly when deep, specific skills or other capabilities are required; ability to use knowledge of the Azure architecture and offerings to provide customer resolution and proactive customer recommendations; has excellent communication skills and is fluent in English; writes excellent case documentation; and is able to handle challenging and politically-charged customer situations
• 4)Specific measurements include achieving the team goals for time to resolution or escalation, enabling a response time similar to competitors; maintaining skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future Microsoft support capabilities for the cloud
• 1)Leadership - handle challenging and politically-charged customer situations, including the appropriate use of all available resources, communicate effectively with Support teams on complex issues
• 2)Strong communications skills - Excellent spoken and written English communication skills
• 3)Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issues; communicate next steps and status; and inspire confidence
• 4)Demonstrable troubleshooting skills
• 5)Cross-team collaboration
• 6)Logical and Critical thinking
• 7)Passion for technology and customer support
• 8)Understanding of cloud vs. on premise computing. Familiarity with fundamentals of cloud computing
• 1)Technical understanding of commerce platform concepts and procedures including online services, Order to Cash operations and general billing and commerce systems processes (e.g., invoicing, credit card transactions)
• 2)Technical aptitude sufficient to develop an understanding of the Azure Platform and architecture
• 1)At least 3 years of Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role
• Understanding of Customer Service Request (CSR) / TR / Metis / EKB
• Understanding of CSR escalation to next support level
• Extremely good knowledge of OSS-RC and ENIQ Solutions with Hands-on experience
• Knowledge of SAN fundamentals
• Scripting knowledge e.g. Shell, Perl or Java
• Good in CRM
• Knowledge of French, German or Spanish will be added advantage
• Ensure CSR escalation to Tier-2 should not exceed beyond 20%
• Competence Buildup of the team / Mentor the team for OSS and ENIQ knowledge and troubleshooting
• Help the Delivery Manager in CSR escalation
• Handling of Customer Support Requests and answering questions arriving from lower levels of support
• Troubleshooting in live media gateways
• Leading the investigation and isolation of unique and complex problems
• Collaborating with product development teams and other support groups to find a plan for resolution that meets customer’s needs
• Delivering of support within predefined Service Level Agreements
• Maintaining high levels of customer satisfaction
• Reporting software faults to the product development team, advise on potential software improvements
• Continuously improving internal processes and ways of working to achieve higher levels of efficiency
• Providing 24/7 on-call support for critical issues, providing on-site support
• Working with assigned CSRs and/ helping team member(s) in handling and troubleshooting the CSRs, using support tools adhering to global support processes and procedures
• Analyze problems and identify suitable solutions to these problems
• Actively engage in communication with other engineers/ customers/Region for the purpose of knowledge sharing etc
• Interaction with DU/ 3PP/Customer Adaptation/Region solution owner as required with respect to CSR/TR
• Evaluation of answers and solutions received from other competence units such as design organization to verify that the answer/ solution will clear the problem reported by the customer
• In the line of supporting our products/ solutions, identify possible improvements that will make them more maintainable and user friendly. Document these possible improvements in Requirement Specifications as input to the design of new generations of the Products/solutions
• Notification of process problems and irregularities to the responsible management. These problems/irregularities may be within the own organization or within any of the organizations within Ericsson handling customer support requests
• Handover of problems that are deemed necessary to be continuously worked on to an individual at the next organization within the Ericsson
• Provide emergency support (24x7)
• Monitoring the CSR handler while an answer/solution is created
• Giving guidance in developing Operation & Maintenance instructions
• Understand and work with Solution support and LCM
• Isolate the faults and work towards resolution (interface with different functions if required). Evaluate the answer provided
• Support design unit to reproduce the fault
• Support FFI, FNI, FOA
• Experience in design and maintenance is added advantage
• Knowledge of at least one scripting language is must
• Familiar with Agile ways of working
• May need to work in shifts
• Extensive Hands on experience is must
• Capable of handling management escalations
• 7+ years of work experience in Revenue Management
• Should have good knowledge on Operating System (Oracle, Linux)
• Should have good experience on Solution level troubleshooting
• Should have good knowledge of IP
• Should have good knowledge of IN protocols
• Should have good knowledge of Ericsson Charging System (IN)
• Technical degree in Telecommunication/ related area
• Should have excellent technical leadership and customer communication skills
• Fluency in English and Speaking
• Mentor the team for OSS and ENIQ knowledge and troubleshooting
• Help the Delivery Manager in CSR escalations
• Provide application and business support to the CAV & CVA trading desks
• Develop and enhance the trading risk applications used by the desk
• Bug fix any issues found in the applications
• Investigate any issues found by Trading, QS, PC or SRM
• Make Ad-Hoc and BAU changes as and when requested by Trading, QS, PC or SRM
• CAV, CVA, DVA, FVA calculation and hedging and Pnl reporting
• Overnight batch report fixing
• Investigate any production issues
• Ensure downstream feeds OLAs are met
• Acting as 3rd line support for the Risk Management Systems taking escalations from 1st/2nd line
• Making configuration changes as and when required by Trading or downstream consumers
• Making changes to the environment to ensure optimal running Working with the Quants to make changes to Pricing Rules, Valuation Rules, adding trade types
• Significant experience with doing ad hoc testing and changes in live, production environment
• Good C# development skills
• Experience with using SQL
• Ability to work independently and deal directly with traders regarding complex issues
• Knowledge of financial / trading related risk and financial instruments (preferably Rates and Credit Derivatives) will be considered as a strong plus
• Work occasionally at the weekend from Home
• Basic knowledge of HTML, JavaScript, CSS
• Deliver results in a fast-paced, deadline-driven environment that requires ability to handle multiple tasks simultaneously without compromising quality
• Strong interpersonal skills and the ability to work independently as well as in a team environment
• Self –motivated, detail-oriented and organized
• Excellent troubleshooting, problem solving, and analytical skills
• Preferred experience with FreeWheel, or other ad servers
• Working with assigned CSRs (Customer Service Request), using support tools and according to global support processes and procedures
• An exceptional troubleshooting skill is required to solve the customer issues without escalating to the next level for competence units
• Exhibit broad WRAN product technical competence and guide a group of enthusiastic engineers to provide excellent technical support to the customer
• Actively engage in communication with other engineers for the purpose of knowledge sharing and team building
• Communicating with customer about known faults fixed in later WRAN software releases
• Produce technical aids, guides as service documentation. Generate internal mail bulletins to the team
• Assist the SDM in collecting ISP data as well as reporting of data into the ISP Statistics tool. Perform all activities necessary to ensure In- Service Performance committed to the customer
• Previous work experience in WRAN customer support or integration
• Excellent RNC and NodeB troubleshooting skills
• Strong knowledge about WRAN latest features
• Ability to technically analyze and approve solution implementation for the customer
• Well versed with the customer support process
• Strong technical acumen should be exhibited when dealing with complex customer issues
• Must be familiar with Customer Support trouble shooting tools
• Good knowledge on WCDMA product implementation. Exposure to Subsystem level code implementation will be an added advantage
• Familiar with WCDMA product design and test process
• Good understanding of Ericsson GSM portfolio
• Good knowledge of 3GPP
• WRAN capacity and growth forecast analysis
• Transport and Core network basic troubleshooting
• Install and configure computer systems, diagnose hardware and software faults and solve technical and application problems
• Act as the point of escalation when issues arise and direct them where most appropriate
• Liaison between the Vancouver and Sydney IT support teams
• Setting up and disabling users' accounts and profiles
• Ensure security and upgrades are applied and kept up to date
• Support the overall technical goals in partnership with software, R&D and production groups
• Communicate with the team and other departments for any IT support related issues
• Responsible for sharing all acquired knowledge concerning problem resolutions
• Filter all purchase requests and approve or escalate requests
• Obtain quotes for inventory as required and conduct all activities with financial awareness and where relevant make recommendations for improvements to the group
• Manage vendors as required
• A minimum of 2 years’ experience working in a Support Engineer role or similar
• Experience working within an Entertainment/Media industry is desirable
• Bachelor’s degree in Computer Science, Computer Engineering, Information Technology or related field or an equivalent level of competence obtained through experience, education and/or training
• Experience using Linux, Redhat, Windows and Mac OS X systems; Active directory; Microsoft Office 2007/2013 and Thunderbird is desirable
• Ability to multi-task, prioritize and problem solve
• Ability to work within a strong team environment
• Customer critical issue handling
• At least 2-5 years’ experience, with in-depth troubleshooting skills on Charging systems and Multi-Mediation (MM) node
• At least 2-5 years of experience in a customer support environment
• In-depth SW and HW troubleshooting skills on Ericsson Charging System (SDP, AIR, CCN, CRS)
• Advanced troubleshooting skills on Multi-Mediation platform (MM)
• Advanced troubleshooting skills on MM business Logic
• Advanced troubleshooting skills on Online Mediation platform (OLM)
• Advanced database knowledge of Sybase, Oracle, MySQL is a must
• Good knowledge on Java Platform
• At least 2-5 years’ experience, with in-depth troubleshooting skills on OSS-RC platform
• Advanced knowledge of Sybase database
• Advanced knowledge of VERITAS file system and the ability to vxfs implementation on the OSS-RC platform
• Experience on HP Blade and Cluster solution
• Advanced knowledge and ability to create/modify BO reports for the customer
• In-depth understanding of the PM functionality of the OSS-RC and its implementation using ENIQ and highly developed skills of tracing and troubleshooting PM related issues across the nodes
• In-depth understanding of FM functionality of OSS-RC and the ability to troubleshoot the FM related issues
• In-depth understanding of the CM functionality of OSS-RC and ability to troubleshoot issues related to CNA, BSM, CHA, OPS, CEX, ARW etc
• Advanced troubleshooting skills in RNO related components of OSS-RC
• Will be a plus, if you have experience in Installation, Implementation, Commissioning and Testing of Ericsson OSS-RC and ENIQ nodes and highly developed HW and SW troubleshooting skills on these nodes
• At least 3-5 years’ experience, with in-depth troubleshooting skills on Packet core nodes, namely, SGSN, GGSN, CGSN, EPG SSR, SASN, SAPC
• At least 3-5 years of experience in a customer support environment
• Highly developed IP skills and knowledge required to trace IP routing issues in the network
• In-depth SW and HW troubleshooting skills on the SGSN-MME and MKVI, MKVIII
• In-depth SW and HW troubleshooting skills on the Juniper and SSR
• Trace capability on on Gx/Gy /Gr Interfaces
• QoS Implementation for Packet Data
• Highly developed knowledge of Ericsson’s MPBN implementation and design
• Highly developed knowledge of Firewalls like Netscreen etc. and Layer2/3 switches like Extreme
• Good knowledge of IPWorks
• Working together with the whole team on incoming problems in form of tickets, emails, and phone calls
• Provide solutions for standard problems in workflows and processes to the end-users in a short time
• In case of a bug in the software or problems with the infrastructure the technical information like log files, screenshots etc. must be collected and the responsible teams need to be contacted accordingly
• Recurring issues have to be analysed and forwarded in form of a change request or defect to the responsible teams
• Follow up on open defects and keep the users informed
• Escalation if a solution for a bug takes too long
• Inform the affected users when the problem has been resolved and they can continue with their work
• Participating on key user meetings he/she has to provide the current status of the system to the users and bring feedback from the users back to the support team
• Knowledge of Documentum applications, DQL, Documentum API
• Working knowledge of regular expressions
• Understanding of relational databases and structured querying languages
• Working knowledge of UNIX
• Adept at the use of FTP and standard desktop productivity applications
• Familiar with software development, deployment, and bug-fixing methodologies
• Knowledge about workflow systems preferred with book and/or journal production systems
• Experience with support work
• Communication with end-users
• Tool Administration – Support & provide solution for various tools includes software & hardware
• Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements
• Install and configure systems such as supports infrastructure applications or Asset Management applications
• Develop and maintain installation and configuration procedures
• Contribute to and maintain system standards
• Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary
• Perform regular file archival and purge as necessary
• 13 Perform periodic performance reporting to support capacity planning and track the same daily/weekly/monthly basis
• 14 Create, change, and delete user accounts and its customization of access rights for people profiles
• Experience in day to day support activities and tools administration such as Nagios, OP5, BMC Remedy, Tivoli, HP Open view
• Should have good knowledge on ITIL process
• RCHE/MCSA/MCSE certification is mandatory
• Experience Linux and windows server administration and shell scripting
• Knowledge and/or experience in networking basics
• Four to five years of tool administration experience with knowledge on Network Monitoring tools
• Should have working experience in network monitoring tools such as Nagios, OP5, BMC Remedy, Tivoli etc
• ITIL V3 foundations certified (Preferred)
• Practical experience of 2nd line technical support and/or the implementation of system integration projects
• In depth knowledge of UNIX/LINUX type system administration
• In depth IP network knowledge and experience
• The ability to act in a consultative way
• Products: Billing
• Telco applications: Customer Care, Rating, Billing, Provisioning, Mediation and Payment collection
• Operating System: UNIX, Solaris, Linux, Windows
• Database: ORACLE 10g [SQL Plus, PL/SQL, RMAN, troubleshooting techniques (ADDM, AWR & SQL advisors)]
• Storage Concepts (EMC storage)
• Programming Languages: PERL, JAVA
• Advance knowledge of Database Migration and data warehousing
• Expert knowledge of Ericsson BSCS iX system
• Knowledge of job scheduling tools
• Provide platform and product support in person, over the phone, and via email as necessary o Support, monitor, test, and troubleshoot the company’s digital network
• Work with local Station teams, Operations, Sales, Marketing, Development and Technology to plan, test, launch and communicate product defects, enhancements, maintenance and to resolve issues
• Lead new product training; develop training materials and documentation (audio/video/text)
• Research usability trends and industry standards; identify opportunities for incorporating new user-interaction practices and technologies as appropriate
• Prioritize, clarify, and analyze platform requirements
• Develop detailed product description documents that provide clear and thorough requirements for the key support functions: editorial, web design, and technology
• Exceptional communication, organizational, and interpersonal skills to drive results in a multi-disciplinary environment required
• Five or more years of industry experience with Microsoft Server products
• Strong knowledge of Microsoft® Windows Server 2008 and Exchange 2013
• Strong knowledge of Office 365 and Exchange Online
• Strong knowledge of Windows Internals considered a plus
• 1+ year of relevant experience
• Customer service-oriented: love supporting technical and non-technical users
• Technical support experience with Mobile Device. Windows 7 and/or above, Windows 2008/2012 server installation
• Experience with RMA process for hardware
• Solid troubleshooting and technical skills
• Experience with Mac OS
• Familiarity with software packaging; server software installation; datacenter experience; operational experience with email, IM, phones, videoconferencing, DNS, DHCP, VPN
• Working knowledge of cable systems. This includes knowledge of cable head end operations and systems such as Video On Demand, Switched Digital Video, and Billing and Entitlement Systems
• Working knowledge of other cable vendor products such as Motorola and Cisco head end systems, Video on Demand systems, video encoders and transcoders and set top box and consumer electronic cable devices
• Knowledge of Oracle Databases, including Oracle RAC
• Experience with VMware solutions
• Knowledge of Splunk
• Knowledge of Puppet
• Knowledge of CSG and ICOMS Billing Systems
• Development experience a plus (Java, python, Shell Scripting, etc…)
• Experience with large scale virtualized platforms from both a design and operational perspective
• Version Control (Git)
• Network Troubleshooting
• Secure Socket Layer (SSL) Certificates
• Network File System (NFS)
• Scripting (BASH, Python, Perl)
• Second Line Customer Support
• Remote Integration and SWDP Support
• Familiar to the Radio Access Network Support & Supply activities
• Working with assigned CSRs, using support tools and according to global support processes and procedures
• Operating System: UNIX, Solaris, HP-Unix
• Database: ORACLE [9i/10g/11g]
• Programming Languages: Unix Shell Scripting, PERL, JAVA
• ASN.1 Concepts, CDR Decoding/Encoding Concepts
• Web Servers: WebLogic, Apache, Tomcat
• As Services Engineer - Experienced, you will investigate, deliver restorations and produce solutions to customer service requests. You will investigate complex technical problems, troubleshoot systems that are in operation and if requested, participate in the remedy of systems in case of critical situations. You will travel domestic/internationally and work in different cultural environments
• Assist the SDM in collecting ISP data as well as reporting of data into the ISP Statistics tool. Perform all activities necessary to ensure In-Service Performance
• Need to work in shifts
• Expert knowledge of Ericsson BSCS iX
• 24X7 shifts will be not be possible to manage with less number head count
• No bench available, We need replacement to ensure smooth delivery of assignment
• Attrition rate is high, external candidate take time to build required competence
• Interfacing with Customer / Preemptive Support technical domain primes, Scripters and CTLs for usecase definition, implementation, evolution, and evaluation
• Handling of Preemptive Support Service Requests
• Preparing Case Study , Pain Points Investigation, CSR Deep-Dive Analysis
• Pre-study and Study for New Capability Development
• Apply problem solving experience to create new and innovative fault finding algorithms which can be scripted in the global automation framework
• Work as a SME to build parsing algorithms for Scripters & Automation Engineers
• Problem management & Coaching
• Work with Global SME's , CSDP, CAS to provide use-case solutions
• CSR handling (optional)
• Technical expert in data extraction, collection, parsing, and presentation formatting
• Typically aligned with technical domains
• Very good designing programming skills on Perl, Shell, PHP, MySQL , Python
• Knowledge in any Telecom domain – OSS, BSS, Core, IP, RAN is desirable
• Knowledge on Big-Data Platform, BI & Analytics, UX/UI, JavaScript , Swift/xCode, HTML5/CSS would be considered as an added advantage
• Administrative Skills
• Planning & Organizing skills
• Problem solving & strategic thinking
• Software support
• Network level competence
• Presenting & Communicating Information
• Applying Expertise & Technology
• Planning & organizing
• Working with People
• Report software bugs and customer product enhancements to the Product Group
• Write complex technical articles, sample scripts and diagnostic rules to improve engineer and customer product knowledge and supportability
• Ability to analyze and interpret data captures and logs to resolve customer issues in production environments specific to SQL query performance, authentication, network connectivity, Windows clustering and virtualization
• Full Microsoft certifications for the products we support is required within one year of employment
• Strong technical writing and presentation skills required
• Troubleshooting on IP technology nodes
• Server/Client troubleshooting, communication, and collaboration skills
• 1+ years working knowledge of SharePoint
• Desired 1 or more years of industry experience with SharePoint or other client/server technologies
• Desired background in Technical Training
• Education: Bachelor's Degree in a relevant field
• Self Starter: We're an organization filled with people who self-manage. You get the respect and responsibility to operate with minimal supervision and management
• Solid writing skills (English)
• Knowledge and experience with various open source databases
• Interest in databases and data stores, Linux operating environments, Cloud infrastructure and awareness of often-used cloud providers (AWS, Softlayer, Azure, Digital Ocean, Google Cloud), and various open source languages (Ruby, Python)
• SME for specific solution
• Engagement in complex customer network emergencies where solution knowledge is required
• Analyze customer technology, define business requirements & participate in risk analysis
• Feasibility study and Impact analysis
• Assist and resolve Customer Adaptation/Dimensioning/Optimization related issues
• Change management of solution
• Review of LLD , HLD and Solution documents
• Assist in new feature implementation
• Project integration support
• Active Role during Project to Support handover and making sure all documents are received
• Maintain document repository for complex solutions
• Work with core team on list of potential activities & solutions
• Participate in knowledge transfer, documentation & information sharing
• Stay abreast of on new technology/technical areas & share information about solution to enable customer competence build
• End-to-End Impact Analysis during ICP/EP loading, upgrade, expansions
• Presentation & Communication skills
• Minimum of 5-8 Years of experience in telecommunication
• Minimum of 5-8 Years of experience in Database (Oracle)
• Good knowledge of Mobile Money Solution (MFS, EWP, ECW)
• Understanding of different protocols (CIP/IP, XML, HTTPS)
• Good Java Knowledge
• Good OS (Linux, Solaris) knowledge
• Hands-on experience on Coding and Scripting (Java/Unix)
• B.Sc/M.Sc in IT/Computer Science
• Provide tier 1 technical support for incoming queries and issues related to computer systems, software, and hardware
• Respond to requests either in person or remotely via phone or chat
• Maintain daily performance of computer systems
• Install and troubleshoot Polycom IP phones
• Set up workstations and accounts for new users
• Assist with any employee equipment moves
• Proactively address problems and issues
• Install, modify, and repair computer software
• Resolve technical problems users may have with LAN, WLAN , and other systems
• Must be able to lift at least 40 lbs
• 1+ Years Experience working in Creative/Studio environments
• Understanding of the Windows Operating System
• Experience working in primarily Mac OS X environment
• Self-starter who is not afraid to get dirty and take on anything that comes their way
• Experience with Mac OS X and Apple related products and software
• Experience troubleshooting the Office suite of Applications, both for Mac and PC
• Strong communication skills, ability to explain situations and set expectations
• Experience with Google Apps
• Must be hard working and passionate about his/her craft
• Ability to Multi-Task
• University Degree or equivalent qualification
• Knowledge of the Adobe Suite of Applications
• Experience with VOIP systems
• Effective ticket queue management providing investigation prioritization, continuous and timely updates to customers
• Create process or troubleshooting documentation in the Global Support knowledge base
• Compose timely world-wide correspondence or alerts to sales teams and partners as appropriate
• Work with sales teams and partners to gather escalation information and customer/business impact
• BS in Computer Science, Engineering or related technical discipline preferred
• Advanced problem solving ability to drive great customer service and strong team relationships
• Minimum 3 years’ experience in a customer support, technical support, or software development organization, in the online industry for a high volume commercial website or service (5+ years’ experience preferred)
• Experience with the following web API technologies preferred: SOAP, JSON, XML
• Willingness to embrace challenge; desire to learn and always improve
• Organic & Paid search experience preferred
• Work as part of a support team, providing friendly and efficient support to the business and our clients who use our applications
• Responding to technical queries from customers who are integrating our services (such as our APIs) and using our applications
• Support and maintain web applications, web service solutions, management tools and batch processing services
• Produce and maintain documentation/knowledge base to be used by internal customers
• Develop processes to retrieve logs and statistics from our databases as required
• To carry out any general day-to-day duties as and when required to ensure the smooth operation of the Company
• To comply with the Company’s information security policy and the Company’s ISMS at all times
• Strong verbal and written communication skills, problem solving skills, customer service and interpersonal skills
• Strong ability to troubleshoot issues and make system changes as needed to resolve issues
• Knowledge and experience of PHP, JavaScript, MVC and OO
• Good knowledge of MySQL or other relational database technologies
• Comprehensive experience in at least one software development language
• Good prioritisation and organisational skills
• Past experience working with data & database concepts (joining tables, creating indexes etc.)
• Understanding of professional software development processes, including familiarity with the cycles of requirements definition, issue tracking, version control, automated testing, deployment and maintenance
• Hands on experience debugging complex problems
• Provide on-site & remote end-user desktop support in a mixed-OS environment (Mac OS X & Windows)
• Work on issues in a variety of environments, including but not limited to production, engineering, performance, and corporate
• Deploy and maintain computers, servers, virtual machines, phones, video conference, & mobile devices
• Build, maintain, & image new hardware and replace or upgrade legacy hardware
• Test new software and operating systems for compatibility
• Research and recommend new technologies and solutions
• Extensive experience with Mac OS X
• Strong experience with Windows 7/8/10
• Strong desktop hardware experience (Windows, Mac, laptops, peripherals)
• Experience with Google Apps for Business
• Experience with Device Management Software (SCCM/Casper)
• Experience with Video Conference (LifeSize) and VOIP (Shoretel) solutions
• Understanding of Active Directory
• Comfortable with the command line (Bash, Powershell, SQL, etc)
• 1-3 years’ experience in IT related field, preferably in e-commerce/internet/retail
• Investigate and resolve production related issues in a timely manner from end user (UI) to persistence layer
• Analyze code changes, write complex programs and suggest implement continuous improvement on existing technical solutions
• Develop and mentor vendor teams to write elegant code using effective automated unit tests
• Ability to reason logically and creatively, identifying problems, drawing valid conclusions from the data available, and develop effective solutions while applying creative thinking in the design and development of high performing applications
• Help define software engineering best practices and provide technical mentorship
• Develop and maintain application documentation to help ensure that support can be efficiently performed and the impact of future requests can be assessed
• Participate in on-call rotation for Level 3 support
• Bachelor’s degree in Computer Science, Computer Information Systems, Engineering, or another technical field
• Master's degree in Computer Science is highly desirable
• Experience with testing frameworks, continuous integration and build tools (jUnit, DBUnit, Maven, Jenkins/Hudson, TestNG, etc.)
• Knowledge of application monitoring and performance management tools (Openview, Nagios, New Relic, App Dynamics, etc.)
• Working knowledge of ServiceNow
• Knowledge of performance and profiling testing highly desired (jProbe, jMeter, YourKit)
• Specific development language certifications
• Building relationship of trust and rapport with various people within the customer environment
• Working with customer to resolve issues and technical problems
• Performing software updates and managing changes and documentation
• Configuring servers to customer specs
• Wiring, testing and installing servers for service and following up and resolving any issues
• Become a trusted advisor and provide coaching in Knowledge Management Tool (KCS) and Remote Service Gateway (RSG)
• 5+ years in a technical support role, preferably in a customer-facing support role
• Highly organized with great customer relationship skills. Able to mitigate issues and handle interpersonal issues that arise
• Able to consider both the customer's long term needs and Ericsson's business objectives
• Strong presentation & communication skills
• Experienced in software support
• High level of competence in network technology
• Able to work independently and proactive in updating both customer stakeholders and your remote manager
• Passion for analyzing and troubleshooting technical issues
• The engineer will be part of an inbound call queue receiving and answering questions for direct customers and partners
• The individual should have a very strong technical background and should be very keen in troubleshooting issues
• Normal operations require managing critical issues, regularly communicating with customers, training on product features and providing on call support
• Ability to reproduce customer environments in order to root cause issues will be key
• Hands on experience managing Linux/Unix systems - LAMP Servers
• Bachelor degree in Computer Science or related technical field or equivalent work experience
• Monitor the systems in order to detect defective workflows/processes upfront and reduce a possible outage
• Manage and resolve incoming support cases together with the team and share findings within team and work independently when needed
• Ability to react quickly on changes and functionalities of the production system
• Provide suggestions for system improvements based on accruing issues, complaints or feedback from end-users
• Work with the whole team on incoming problems in form of tickets, emails, and phone calls
• Provide ongoing solutions for standard problems in workflows and processes to the end-users in a short period of time
• Responsible for collecting technical information such as back-log files, screenshots, etc. and disseminating it to the responsible teams when potential “bug” issues arise with the infrastructure
• Recurring issues have to be analyzed and forwarded in form of a change request or defect to the responsible teams
• Escalate if the solution for a bug takes longer than expected
• Inform the affected users when the problem has been resolved so that they can continue with their work
• Participate on key user meetings, provide the status of the system to the users and bring feedback from the users back to the support team
• SOFT SKILLS
• Leadership - handle challenging and politically-charged customer situations
• Demonstrable troubleshooting skills
• Logical and critical thinking
• Understanding of cloud vs. on premise computing. Familiarity with fundamentals of cloud computing
• TECHNICAL SKILLS
• Technical understanding of commerce platform concepts and procedures
• 2+ years of support or equivalent experience including a customer facing or customer support role
• EDUCATION/CERTIFICATION
• B.S. degree in Computer Science, MIS, business or equivalent
• MCSE, MCPD, or MCAD preferred
• Support and development of our real time electronic trading application for equities, futures, and FX
• Provide support of all broker FIX connections. Work with brokers and vendors to set up new connections and/or enhance current connectivity. Work with traders to determine connection specifications
• Work with traders to design, develop, and integrate trading analytics into the electronic trading platform
• Design and implement real-time trading tools
• Collaborate with members in other offices to work jointly on trading solutions that can be utilized globally
• Provide creative ideas to help traders gain an edge in trading
• Degree qualified or equivalent experience
• Knowledge of software design principles
• Substantial experience with application programming in either Java/C++/C
• Strong knowledge in Linux/Unix, Perl, Shell Scripting, and databases
• Work experience in the financial industry supporting production applications
• Knowledge of FIX protocol desirable
• Basic understanding of financial markets for FX, Equities, Futures
• Excellent analytical and problem solving skills coupled with a strong attention to detail
• Good communication skills and the ability to work effectively and adapt quickly in a rapidly changing environment
• Be able to react quickly to problems and take initiative in solving them
• Work well as part of a global team
• 3+ years of demonstrated relevant experience
• Demonstrated experience in DNS, IP Networking, Firewall, SMTP, HTTPS, Load Balancers, and email
• Experience managing LAMP servers
• Business-level English and native Japanese
• Experience with Microsoft Server (Exchange, ActiveSync, Active Directory, KDC, NDES
• MCTS Exchange certification
• Mobile Device Management for Apple / Android
• CCNA or equivalent
• Knowledge of LDAP
• SQL query knowledge
• Investigate on the problem by doing your own research and by involving other teams as needed
• Prioritize your work in order to accomplish the most important and urgent requests first
• Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems
• Experience administering and troubleshooting Exchange 2010 and Exchange 2013 in large Enterprise environments
• Experience working with Active Directory and Cluster arrangements
• Foundations knowledge on Networking, Protocols, Authentication (Kerberos, NTLM) and PowerShell
• Strong knowledge of Office 365 – Exchange Online is also very helpful
• Experience reading network captures/analysis
• 4-year Bachelor’s Degree in Engineering Or
• 3-year Bachelor’s Degree in Science AFTER Or
• Diploma in Computer Science AFTER 10th class
• Industry certifications like CCNA, MCSE, S+, etc
• Minimum 4 - 8 years’ work experience in a Technical Support role, preferably product support
• Minimum of 2 years’ experience in Phone-based Technical Support
• Managing Global Enterprise Customers from regions such as NA, Europe or Asia Pacific
• Exposed to working shifts in nights
• Current job includes exposure to CRM tools
• Exposure to severity based models would be preferable
• Exposure to Enterprise/Corporate customers preferable
• Ability to communicate technical information to non-technical personnel
• Keen sense of ownership of technical issues of McAfee's enterprise customers
• Be a team player with ability to stretch (time-wise) when required
• Ability to work in high-pressure environment without compromising on quality
• Skills in planning, organizing, and adapting within a multi-tasking environment
• Willing to work in night shifts
• Ability to participate in technical forums and provide inputs
• Ability to come up with innovative solutions, and document them
• Have the aptitude and patience to update cases with well-written activity reports on
• A regular-basis and maintain case documentation
• Generate whitepapers / technical documents towards knowledge management
• Liaise with higher levels of technical support for escalations & troubleshooting
• Customer issues
• Performs miscellaneous job-related duties as assigned
• Knowledge of current technological developments/trends in area of expertise
• Strong knowledge of Windows OS ( XP, 7, 8, Server Platforms - 2003, 2008, 2012 )
• Excellent troubleshooting skills on Windows OS-Servers and Desktops
• Good knowledge of Databases and hands-on DB troubleshooting experience
• Should have strong understanding of Windows troubleshooting / Sys-internal tools
• Should be able to interpret various Windows logs, dumps etc
• Strong knowledge on Security, Threats and Vulnerabilities
• Have basic understanding of IPS, IDS, Firewall
• Experience working with Windows Server OS Administration, Active Directory Services, Network Security
• Working knowledge on non-Windows OS, like Linux, MAC preferred
• Technical customer support by telephone, remote connection and on site if necessary, in relation to CEM AC2000 Systems range of Access control products and integrations
• Logging on tracking system and keeping records of customer queries
• Talking clients through a series of actions to help set up systems or resolve issues
• Responding within agreed SLA’s
• Prioritising and managing many open cases
• Troubleshooting system and diagnosing and solving CEM hardware or software faults
• Rapidly establishing a good working relationship with customers and other professionals, e.g., software developers
• Installing and configuring CEM AC2000 software applications & Hardware
• Providing procedural documentation and reports
• Incident and Problem Management
• System Administration background in Unix/Linux environments
• Experience with Enterprise Monitoring solutions and concepts
• Understanding of three tier J2EE application architecture
• Demonstrated ability to work in a customer facing role
• Experience in a global, multi-site, multi-function shared services environment is preferred
• Ability to work independently and troubleshoot issues
• Experience with System Administration in *nix environments
• Experience with Incident and Problem management software
• Experience with Apica, CA-UIM (NimSoft), AppDynamics and Splunk preferred
• Experience working with the following technologies: Java/J2EE, *nix, Websphere AS, HTTPServer, Tomcat, Oracle, MongoDB, Kafka, Zookeeper
• Experience with multiple protocols such as HTTP, HTTPS, TCP and technologies like JSON, HTML, XML and web services
• Experience supporting applications in a Software as a Service (SaaS) model
• 5-10 years in Incident/Problem Management
• 3-5 years in System Administration
• 1-3 years in Enterprise Monitoring
• 1-3 years in Customer Facing Role
• Handle communication with Operations and Development teams to ensure a quick and effective problems resolution
• Handle Test system defects: dispatch to concerned teams or follow Incident management procedures for blocking problems or problems having high impact
• Receive customer escalation for blocking defects and apply the TSM procedure to accelerate the resolution
• Decide on DEV on call activation or defect severity upgrade depending on the impact of the problem
• Implement configuration changes: Office setup, Printer, Security, Technical entries
• Ensure persistency of Setup across Refresh and Restore cycles
• Attend tickets in a timely manner according to the agreed SLAs and OLAs
• Ensure problems are followed up and correctly reported by all TSM teams around the world, using TSM handover procedures
• Implement functional end to end monitoring (Altéa Reservation, Inventory, Ticketing and Departure Control System) for customers in implementation phase in the region
• Produce weekly usability reports based on the monitoring results, to be communicated to implementation teams, customers and management
• Apply Incident management procedures to target the KPI of 95% usability for the customers and the implementation teams
• Reproduce issues in-house (for specific cases) and respond back in a timely manner
• Regular follow ups with customers with recommendations, updates and action plans
• Leverage internal technical expertise to peers/ mentors, contribute towards knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues
• Create new knowledge base articles to capture new learnings for reuse throughout the organization
• Participate in workshops with Product Engineering Groups to share best practices and learn about new functionalities
• Focus on an area of technical/ functional specialization and attend relevant trainings
• Work in collaboration with other TSM Engineers worldwide and thus cultivate expertise
• Web Development technologies such as Java, MySQL, HTML, CSS, JavaScript, AngularJS
• Scripting languages (Python)
• Webservices
• Change management and flexibility
• Accountability and proactivity
• Multicultural approach
• Adaptability to fast changing business and technical environment
• Taste for challenges
• Personal motivation
• Information gathering
• Innovation, industry and business expertise
• Good understanding of the ITIL and LEAN-IT processes
• Service orientated with a good awareness of customer requirements
• Good ability to work alone and as part of a team in a multi-cultural environment
• Good analytical skills to quickly recover incidents and locate their root cause
• Flexibility to work outside normal office hours when required
• An entrepreneurial and innovative spirit, willing to challenge status quo
• Good capability to represent and present area of expertise internally and externally
• Good oral and written communication skills to be able to report to top management
• Drive to improve on self-awareness, self-development and self-motivation
• Structured and clear written and verbal communication, able to listen to others' ideas
• Good written and verbal skills in the English language
• TCP/IP, DNS, HTTP, HTTPS, SOAP XML protocols
• Loadbalancing solutions, Firewalls, VPN
• Network security and available solutions
• Operating System
• J2EE environment (JBoss, Weblogic)
• Apache web server
• Linux Containers deployment technologies (Docker)
• Monitoring tools and concepts (Kibana, ElasticSearch)
• CouldStack, OpenStack, AWS API
• Puppet, Ansible
• SQL language
• NoSQL databases (Couchbase, Mongo, Hadoop)
• Programming
• Java, Shell or Python
• Provide first level end-user support and troubleshooting on IT related incidents / requests / enquiries via phone, remote access, email ,on-site and offsite support if required
• Perform problem escalation to the appropriate support groups and email update or follow up with the users
• Perform software and hardware maintenance and ensure the integrity of various systems
• Deployment of user machines for new hires or for refresh
• Perform new hire orientation and training to users
• Maintain, develop and enforce standard and procedures to provide stable and reliable IT environment
• Maintain and upkeep of telephony database
• Administration of employees IT environment
• Provide asset inventory tagging and management of assets and asset disposals
• Coordinate with the laptop /desktop vendor for repair / replacement (parts or the whole unit if needed)
• Create detailed engagement and service plans and drive their execution to successful outcome
• Conceptualize, execute and track projects that are in line with DBS framework and Premium Engagement charter with customer
• Identify top issues, define action plan accordingly and drive the resolution process
• A Consulting, Support or Development background with customer focus
• Excellent customer / escalation management skills
• Proven stakeholder management skills on project and senior management level
• Proven ability to work well in a virtual and/or remote team environment
• Clear, constructive and supportive style of communication
• Brings technical or application expert knowledge into the project
• Delivery Onsite & Remote Services for MaxAttention, Active Embedded and Mission Critical
• Learns to deliver onsite services as functional expert for broad area of topics
• Deliver root cause analysis, provides solutions, and delivers services for specific fields / areas
• Analysis if functional gaps in ICC
• Execute customer development in context of ICC
• Implement specific best practice operations scenarios
• Participates in weekend support activities
• Reports errors to development organizations
• Works as functional expert in de-escalations
• Functional Responsibility for specialist Technical area
• Deliver standard application / technology workshops and training
• Integrates seamless in project teams and takes an active expert role
• Executes different type of delivery activities and takes over back office functions
• Bachelor in Mathematics, Physics, Computer Science or similar
• Delivers high-end services without tool support
• Execute customer developments in context of ICC
• Best practice for solutions for Innovation control center (ICC)
• Participate in internal projects driven by internal requirements
• Train and coach other CoE Engineers
• Founded in 1972, SAP is the world’s leading provider of enterprise applications, analytics, and mobility with over 170,000 customers around the world. SAP is currently seeking an experienced SSEM Senior Specialist
• Be a Trusted Adviser and "Talk Business"
• Deal with LOB, Executive Level
• Establish powerful relationships
• Be a strong contributor to the Virtual Account Team
• Strategic Selling (Leverage the portfolio)
• To Achieve Our Vision (Innovation)
• Implement business strategies to ensure customer success driving revenue targets for software and software related services
• Participate in a team-selling environment working with one or more Account Executives (AEs) and/or Services Account Manager (SAMs), GAD’s on assigned accounts
• Bachelor or Master Degree
• Innovative Thinking
• Intercultural Sensitivity
• IT Principles & Data Security
• Quality Focus
• Self Development
• Become a valuable member of the Advanced Secure Support delivery team able to manage customer situations and cases and work on future oriented scenarios enhancing the value proposition of Secure Support Services
• Provide Secure Support Setup service in close cooperation with Global Secure Customer Interaction or Secure Enterprise Support Advisor
• Technical exception handling in the delivery of Secure Support Services
• Provide assistance to customers for all security topics ad during critical project and operational milestones in the application lifecycle
• Interact with different Support Organization (IMS, RSD, PS, CIM, …) and front office roles (TQM, EA, ESA, etc.)
• Work in close cooperation with SAP IT and the technical infrastructure GFM in Germany for the customer-focused implementation of infrastructure related features of Advanced Secure Support
• Development of the SAP internal technical network documentation for Advanced Secure Support delivery environments and implementation of security procedures and protocols per SAP or customer regulations
• Responsibility for measures and procedures used at Advanced Secure Support customer network nodes to support the security and integrity of the network and comply with applicable regulations, directives, etc
• Up to 5 year of experience in IT-operations, IT-network security and IT-consulting roles
• Substantial IT Knowledge (Security, ITIL, SixSigma, etc) and good grasp of SAP solutions
• Knowledge of SAP Products, such as SAP NetWeaver, SAP CRM, etc
• Technology insight if it comes to Databases, and Operating Systems, etc
• Good understanding of technical feature of Secure Support Services (such as Router, WTS, Secure Room, TCP/IP, IPsec, etc.)
• Ability to quickly gain insight into the customers’ SAP focused IT environment and the implemented security policies and guidelines
• Team worker to collaborate with senior customer IT Managers, Account Executives, as well as with SAP Service and Support lines of services
• Good customer consulting with strong Customer facing experience
• Ability to judge customer IT situations regarding technical landscape and implementation of security features with reference to strategic secure support planning
• Create commitment to and enthusiasm for the accomplishment of challenging objectives across diverse topics and teams
• Presentation, communication, and conflict management skills to support pre-sales cases
• Base knowledge on SAP support backbone applications
• Fluent in Hungarian and English, German an advantage
• Provide direct technical assistance with customers via phone and email
• Provide internal and external user support for application issues of a technical nature
• Collaborate with fellow support colleagues and other internal organizations to provide superior customer service
• Create internal/external content for Ariba’s knowledge base
• Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements
• Anticipate customer needs and effectively address concerns related to their issue or resolution
• Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers
• Ensure that individual performance meets or exceeds department standards
• Work with customers to identify and resolve reported system defects
• 2 Years working with a web-based software solution (Ariba Solutions preferred)
• Bachelor’s Degree with a technical discipline or a minimum of 2 years of experience in Support, Software Development, IT, or Quality Assurance
• Fluency in French and English
• Ability to work well in a fast paced environment
• Ability to successfully troubleshoot and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns
• Support local and international customers to ensure optimal systems running
• Optimize SAP solutions through continuous improvement over product lifecycle
• Deliver first-class services remotely to our customers globally
• Manage and handle critical customer situations
• Develop and Maintain remote service contents
• Engineering or IT related major preferred
• Excellent communication skills in both verbal and written English and/or Japanese
• Detail-oriented, excellent analytical skills and effective problem solving skills
• Strong and convincing personality for interaction with customers
• A real team player with initiative and 'can do' attitude who learns and adapts quickly in an international environment
• Being able to work under pressure, in critical situations and under tight deadlines
• Bachelor’s, Masters, or PHD Degree – Computer Science, Information Technology, Science Mathematics or Engineering
• A consulting background or a support background with customer focus
• Ability to work as part of team, and as an individual contributor
• 0 of 5 years of professional experience
• Previous relevant internship and/or work experience
• Provide phone/email/webex consultation to debug customer problems of low to medium complexity
• Develop good communication skills (phone/email) to provide excellent support to the TIBCO customer base
• Understand the product issues reported by the customer and reproduce it locally in the support lab
• Escalates Service Requests (SRs) to senior members in the group when unable to overcome obstacles. Learns from escalated Service Requests and avoids repeated escalations of the same problem type
• Create Change Requests (CRs) for the defects/enhancements reported by the customer
• Learn the technologies required for supporting the TIBCO product
• Learn other TIBCO products that are required for better understanding of the TIBCO product that the support engineer is working on
• Create KnowledgeBase articles (FAQ/Solutions) for the Service Requests that have repeat value
• May need to work in early morning shift (5 am - 2 pm IST) or EMEA shift (12:30 pm - 9:30 pm IST) on a rotation basis
• A Product Support Engineer should have a BA/BS (or equiv.) and 2+ years of technical experience
• Good communication skill
• Exp in Java technology is added advange
• Provide email/WebEx/phone consultation to troubleshoot, debug and solve customer’s issues
• Provide guidance and assistance to partners and customers with implementation and use of the TIBCO Spotfire and related products
• Understand the problems reported by customers and reproduce locally in the Support lab
• Accurately and completely document problems, solutions, and defects in the Support call tracking system (Salesforce Service Cloud)
• Collaborate with other departments, such as Product Engineering and Professional Services as required
• Participate in side-projects aiming at improving usability, supportability and quality of the TIBCO Spotfire products
• Learn and expand your knowledge of TIBCO Spotfire and its associated products
• Create customer self-service content, e.g. in the form of knowledge base articles, community forum posts and videos
• BA/BS (MA/MS preferred) in Information Technology, Computer Science or related
• Must have superior troubleshooting skills and demonstrated ability to quickly resolve complex technical issues involving any or all of the below aspects
• You will provide remote support to TIBCO customers via telephone, email and web
• You will primarily support TIBCO’s B2B (Business-to-Business) products, with the aim to become proficient with complementary products from TIBCO’s extensive product set
• You must function as a "Product Engineering Expert" by keeping current with the latest supported products and technologies
• Experience with supporting an enterprise grade Java based product is a must in this role
• The candidate must come from a product support background
• Experience with JVM tuning, debugging and logfile/stack trace analysis is preferred
• Knowledge of a major database is desired eg. Oracle, SQL Server or DB2
• Knowledge of two different O/S Platforms is required eg. Windows and Linux
• Exposure to products and technologies such as LDAP, Eclipse, JMS, SOAP/Web Services and OSGi are beneficial
• Experience with TIBCO BusinessConnect, BW or EMS is a definite advantage
• Understanding of e-commerce protocols, such as X12, EDIFACT, RosettaNet, cXML, or ebXML a definite plus
• Understanding of Internet protocols, such as HTTP, TCP/IP, FTP, or SFTP a definite plus
• Ability to understand a root cause analysis plan and drive the different stake holders to a mutually satisfactory resolution
• Ability to multi-task and switch from one context to another
• Autonomous, self-motivated
• Strong sense of creating and maintaining customer satisfaction
• Analyse and troubleshoot customer reported problems on TIBCO BW, AMX and related products
• Provide first line consultation to debug customer problems of increasing levels of complexity, using a combination of the following communication channels : web portal (SalesForce) / phone/ e-mail / remote desktop ( WebEx )
• As a member of the Global support team analyse, replicate, use and configure small to medium complexity customer problems
• Keep current with the latest supported product technology
• On a timely basis escalate urgent problems requiring more in-depth knowledge of a product to appropriate internal resources
• Manage workload efficiently while allocating time to resolve time-critical situations in an efficient and professional manner
• Utilize test equipment and configurations in lab for simulation of real problems
• Accurately and completely document problems, their solutions, and defects in the call tracking system
• We are looking for candidates with 2 or more years’ experience. Experience should include time in a product support role. Salary is negotiable and commensurate with experience
• The TIBCO EAI products interact with 3rd party database and run on a variety of platforms so experience with SOAP and Web Services are desirable
• Customer Support focused / product support background. Experience in help desk / call centre / first line customer service roles will be a plus
• Java Troubleshooting and debugging skills
• Experienced using major database; Oracle / SQL Server / DB2 / MySql
• Administration/user knowledge on different O/S platforms; Windows, Unix, Linux
• Some development experience in Java, .NET
• Ability to multi-task, or be able to quickly switching context from task to task
• Exposure to Java containers and application servers like Tomcat, Jetty, JBoss
• Experience and knowledge in Web Services (SOAP & RESTful), JMS, HTTP, XML, XSLT
• Experience using Eclipse IDE
• SOA Integration experience (exposure to other integration technologies like Camel, Fuse, Mule ESB)
• WS-Security (WSS), OAuth, SSL
• Experienced with LDAP
• Experienced with Open API
• Minimum 2 - 4 years’ work experience in a Technical Support role, preferably product support
• Excellent troubleshooting skills on Windows OS
• Have good understanding of IPS, IDS, Firewall
• Knowledge on non-Windows OS, like Linux, MAC preferred
• Monitor Incident management queue
• Incident investigation and resolution
• Understanding customer impact & prioritizing appropriately
• Create problem records and perform root cause analysis
• Provide effective communications to internal teams & the customer
• Identifying high impact incidents & escalating following customer policies
• Adhere to agreed Service Level Agreements established with customer
• Defect testing
• Perform after hours support on a rotating roster
• Provide recommendations to improve efficiencies & reduce customer impact
• 2-3 years’ experience as client facing technical support
• Experience in high tech customer support and in on-job support at
• Customer sites – an advantage
• Experience working with Point of Sale is an advantage
• Provide level 3 support for internal and external end users for PC, server, and mainframe application problems
• Defines deliverables, costs, benefits, and ROI information
• Provide support for bid defenses and proposals
• Interact with software vendors, Infrastructure services, and/or Applications Development to restore service and/or correct core problems
• Communicate IT issues to business units at various levels of seniority
• Manage and coordinate the implementation of internal, external and off-the-shelf business applications with all IT and business groups
• Coordinate validation activities related to the deployment of business applications
• Produce and assist training and communication programs
• Coordinate with internal and external service providers in the area of incident, problem, and change management, capacity planning and troubleshooting, representing the interests of supported business groups
• Manage and support vendor contracts to established service level agreements
• Work closely with customers to identify business requirements and opportunities in relation to IT systems and services
• Identify and assess technologies, skills, and resources required
• Maintain knowledge of the IT industry, analyze the abilities of tools and technologies and compare with the needs of the business, recommend potential solutions to managers within the business
• Support evaluations and procurement of new hardware
• Solid technical background and experience
• Possesses fine-tuned analytical skills and/or programming experience
• Relational database experience
• Demonstrate understanding of network concepts such as routing, switching, load balancing, firewalls, etc
• Ability to understand enterprise monitoring setup and configuration on tools such as Orion, Splunk, and AppDynamics
• System deployment/implementation expertise
• SQL experienced is preferred
• Possesses exemplary written and verbal skills
• Possesses leadership and mentoring skills
• Bachelor's degree in Information Management or business related fields preferred
• 5 years of hands-on Linux experience and demonstrated understanding of shell programming and scripting
• Recent experience working with ETL integration tool in an enterprise environment with a relational database backend
• 5-7 years business experience; or equivalent combination of education, training and experience
• 2+ years’ experience working in a customer-facing environment, either SaaS or Internet, in a 24x7x365 support role
• Report software bugs and be an advocate for product improvement using customer suggestions
• Represent Microsoft professionally in customer and partner onsite visits, where travel may be required
• Participate in planned team-wide shift rotations to cover business needs, including 24x7 On-Call responsibilities and extended (evening shift)
• Strong customer service, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment
• The ability to read, modify, and troubleshoot HTML and CSS
• Familiarity with administering and customizing forums, blogs, image gallery setups, and more (think vBulletin, PHPBB, or Xenforo)
• Solution/customization knowledge in both CRM Online and CRM On-Premises (back to 2011 for legacy implementations)
• A solid understanding of IIS, troubleshooting website issues/HTTP responses, and modifying web.config settings
• Good knowledge of Microsoft SQL
• Excellent Communication Skills - spoken and written English (including technical writing)
• Passion for lifelong learning and personal and professional development
• Three or more year’s industry experience with Microsoft stack technologies
• Exposure and experience working with customers on Microsoft Cloud products such as Azure, Office 365, or Microsoft CRM is preferred but not required
• Offer quality support to the productions
• Participate in the design of tools
• Being able to estimate the work needed to accomplish tasks
• Evaluate risk and impact of decisions and changes proposed
• Be aware of the latest technological trends in the domain of online services for games and in web development in general
• Pythonprogramming
• C++programming
• Web programming (Django, angular.js, …)
• Databases (SQL et NoSQL)
• Realtime distributed systems, network programming
• Multithreading
• Have good skills at relations and communication
• Being autonomous, resourceful and pragmatic
• Quick at learning
• Bilingual (English, French)
• Excellent Communication Skills - spoken and written English (including technical writing). Passion for lifelong learning and personal and professional development
• Three or more year?s industry experience with Microsoft stack technologies
• Current Microsoft IT Certification preferred (Ex. MCSE, MCSA, MCSD, MCTS (Dynamics CRM) Exposure and experience working with customers on Microsoft Cloud products such as Azure, Office 365, or Microsoft CRM is preferred but not required
• End-to-end debugging of defect/issues in electronic hardware, unix computers, power cabling, network configuration
• Unix commands and basics of scripts (any scripting language)
• Broad knowledge of engineering systems - assembly and troubleshooting of computer and electronic components, network configuration
• Written technical communication (technical documentation, status updates)
• Self-directed - independent ability to assess priorities, solve problems, report on status and escalate as needed
• Think big - empower others to solve the problem by creating troubleshooting guides and debugging steps
• Experience managing a tech operations or support engineering ticket queue, prioritization and status reporting
• Bachelor's or Master's degree in engineering, science or relevant discipline
• Advanced unix scripting ability (any scripting language)
• You are a dabbler with electronic and electrical projects - you have a "workshop"
• Adapt and improve operations management systems and processes to accommodate rapid and increasing growth
• Participate in Agile sprints to evolve business processes and technologies
• Create and review documentation, design new standard operating procedures
• Excellent English language written and verbal communication skills to facilitate efficient and effective interaction with peers and customers
• Effective organizational skills to maintain a consistently high standard of operations in a busy environment
• BS/MS in Computer Science or equivalent combination of technical education and work experience
• 4+ years of support engineering, tech operations, or troubleshooting
• Proficient and Fluent in at least one scripting language. Should be able to write code, test and identify solution to the problem
• 2+ year of experience writing support operating procedures
• Experience defining and implementing operational policies
• Experience in automation of server-side operations
• Experience with monitoring systems health
• Experience with measuring and reporting systems health and status
• B.S. in Computer Science or a related field
• 2+ years overall development/technical support experience
• Object oriented development experience in C++ and/or Java
• Experience in UNIX/Linux operating system
• Other desired technical skills include Perl, Ruby, Python, Oracle SQL, AWS Technologies
• 1+ years overall development - Object oriented development experience in C++ and/or Java
• Other desired technical skills include Perl, Ruby, SQL
• Knowledge on distributed applications/enterprise applications is plus
• 1+ year industry experience in software development
• A technical background (BS/MS in Computer Science, Computer Engineering, or related discipline/experience)
• 9 months to 2 Yrs experience
• Ability to write complex SQL queries (ideally using Oracle, but not any database is fine)
• Ability to read and understand Java or C++ code (Perl is a plus)
• Understanding of OO design
• Ability to do scripting
• Strong understanding of data structures
• Strong understanding of support - tickets, monitoring, and metrics
• A passion towards problem-solving, Must be able to deal with ambiguity
• Must be able to think proactively
• Excellent English verbal/written communication skills
• 1 to 4 years overall development/technical support experience
• Experience working with relational databases, and distributed computing technologies
• Debugging and troubleshooting skills, with an enthusiastic attitude to support and resolve customer problems
• Other desired technical skills include Perl, Java, Oracle SQL
• Develop tools to aid operations and maintenance
• System and Support status reporting
• Ownership of one or more Digital products or components
• Work with Development teams for handing-off or taking over active support issues and creating a team specific knowledge base and skill set
• BS in Computer Science, Engineering or a related technical field
• 5+ years overall development/technical support experience
• Experience in Perl or shell scripts
• Ability to write intermediate level database queries. SQL skills
• Experience in a 24/7 production environment is a plus
• Prior experience with UNIX system administration is a plus
• BS degree or higher in Computer Science (or related program) with 5+ years of relevant experience
• Experience with large scale SQL systems
• Experience with large scale MapReduce systems
• Experience with ETL (Extract Tranform Load) and Data Warehousing systems
• Java or C++, Linux/Unix, Perl and UNIX tools
• Deep understanding of support processes and a track record
• Own the fleet management which includes estimating, load testing, scaling and de-scaling fleet to improve resource utilization
• Bachelors with 2-5 years' experience or a Masters with 1-year experience in Computer Science, Computer or Software Technology, Operations, or a related field
• One to three years of experience in supporting distributed software systems using operational metrics and analysis
• One to three years of experience in troubleshooting operating system (Unix/Linux) and distributed system issues
• Experience in one of the following: Ruby/Python/Scala/Java
• Experience in DevOps role or application development in distributed systems
• Knowledge about Mesos Architecture and HDFS is a plus
• 2+ year experience with real-time live-system responsibility
• 1 year experience using SQL and databases in a business environment
• Experience with a programming language
• Excited about data and analysis
• Enjoys taking a project and running with it
• Develop automation to support the business
• Build tools, publish metrics, and build dashboards to provide transparency to the business
• Be a champion for the customer: Insist on the highest standards, ensure our product is executed flawlessly
• Bachelor’s Degree in Computer Science or related field
• 3+ years professional experience in software development
• Computer Science fundamentals in object-oriented design, data structures, problem solving, and complexity analysis
• Proficiency in at least, one modern programming language such as Java and one scripting language
• Experience in communicating with users, other technical teams, and management to collect requirements, describe software product features, and technical designs
• Advanced troubleshooting, communication, prioritization, and analytical skills
• Strong knowledge of UNIX or Linux operating systems
• Relentless customer focus
• Bachelors degree in Computer Science or equivalent
• Experience with high throughput, multi-threaded systems
• Ruby or experience in another dynamic language (Python, Perl)
• Experience in SQL scripts or database administration
• Working experience with production-grade monitoring and alerting technologies
• Work on operations- and maintenance-driven coding projects (primarily in Ruby, shell scripts, or potentially Java) and web technologies
• Build systems to audit and measure reliability of Services
• Fine tune services to reduce latency, conduct operational readiness reviews and automate continuous delivery of software changes
• Maintain service level agreements, and build systems to support it
• Manage the health of a number of distributed specialized Linux server fleets and the software stacks that run on them
• Execute regular maintenance activities for services including outage handling, ticket resolution and root cause fixes
• 5+ years of overall software development/technical operations experience
• Ability to retain composure under stressful conditions, communicate effectively with a wide array of individuals at Amazon, and get the right things done
• B.S. Degree in Network Systems Administration, Computer Networks and Security, Telecommunications, Computer Science, or equivalent is mandatory
• Exposure to various routing technologies (Cisco, Juniper, etc)
• Exposure to Linux/Unix operating systems
• Must be able to work weekends and holidays(on a rota basis)
• Relocation required
• 1-3 years of experience in a Network Operations/Support role
• Applied knowledge and troubleshooting experience of OSPF, BGP, TCP, ARP and Ethernet Protocols
• Experience troubleshooting switching and routing platforms
• Experience troubleshooting layer 1 and 2 network problems
• Experience working with customers to diagnose a problem, and work toward resolution
• Understanding of ACLs – application, usage and troubleshooting
• Experience scripting with Python and/or Perl
• Need to be a highly motivated to learn
• Need to have strong written and verbal communication skills
• Ability to interact efficiently with peers and customers is required
• Ability to multitask effectively
• Strong logical thinking skills, with the ability to adapt as new information becomes available
• Effective prioritization and time management skills
• Understand high-level technical aspects of existing databases, ETL processes and reporting systems
• Provide support for incoming tickets, including extensive troubleshooting tasks
• Develop tools to aid operations and maintenance of the data and reporting platforms
• Customer notification, co-ordination and follow-up to maintain service level agreements
• Help Data Engineers, Business Intelligence Engineers and Business Analysts with debugging data quality issues
• BS/MS in Computer Science/Engineering or related discipline
• 2 to 5 years' experience in application development and/or data warehousing systems
• Ability to write complex SQL queries and ability to analyze/debug data
• Strong troubleshooting skills, particularly with large volume data
• A passion towards problem-solving
• Willing to work in 12x7 on-call support (on rotation basis)Support engineers troubleshoot, debug, evaluate and resolve operational issues and perform data engineering tasks
• Ability to script using Shell, Ruby, Perl etc
• 4+ years overall development/technical support experience
• Experience in C++, JAVA or Python
• Knowledge of the Windows & Linux operating systems
• Knowledge of Mac, Windows and Mobile based technologies
• Prior experience with system administration is a plus
• 4 years to 7 Yrs experience
• A passion towards problem-solving, Must be able to deal with ambiguity and process improvement
• Excellent English verbal/written communication skill
• Strong ownership, urgency, and drive to launch services
• Experience with high concurrency system scaling challenges, data modeling, XML processing, SOAP, REST
• Maniacal customer obsession
• Provide second line phone/email/fax consultation to independently debug complex product problems
• Provides systems/product training and intellectual property material
• Acts as a focal point for large account network problem resolution
• Typically reports to Mgr, Technical Services
• Applies known solutions to solve problems
• Business impact of this role is major
• Is a technical expert in at least one area
• Effectively utilizes complex lab setups to duplicate and solve problems
• Submits complete and correct DDTS reports in area of expertise
• Receives limited supervision
• Receives little instruction on routine work and general instruction on new assignments
• Provides guidance and mentoring to other engineers
• Translates team goals into own work assignment
• Is a technical expert in at least one area with excellent broad
• Effective planning, prioritization and organizing skills
• Drive for continuous learning, results orientation and teamwork
• Utilization of an increasing understanding of Cisco business strategies and drivers to guide activities
• Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 4-6 years related experience
• Ability to analyze, use and configure small, medium and large enterprise/SP networks
• In-depth Knowledge of the OSI Model, IOS-XR, CRS, GSR12K, ASR9k, MPLS, and OSPF are required
• Consultative communication skills
• Ability to work independently, as the position only receives minimal supervision with no instruction on routine work and general instruction on new assignments
• Ability to analyze, use and configure and troubleshoot medium and large enterprise/SP networks
• Idioms(Spanish and/or Portuguese is mandatory)
• Demonstrated leadership skills in small projects and teams
• The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge
• This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology
• 3+ years overall development / technical support experience
• Experience with support procedures and methodologies
• Strong understanding of x86/x64 hardware platforms and components
• Experience with large database driven websites and web technologies
• 1+ years scripting experience
• Experience with networkingSearch Jobs US
• Resolve or escalate client contacts by providing information and support or engaging the appropriate technical resources
• Write and maintain user documentation and learning resources
• Design and build basic tools and scripts that enhance customer experience
• Maintain ongoing analysis of client contacts and use this analysis to drive recommendations for strategic improvements
• Bachelor’s degree and 1-2 years of related experience
• Experience providing “customer-centric” technical customer service or user support
• Experience profiling data and researching possible data quality issues
• Knowledge of Java, Python or other OO Language
• Background in Security
• Experience designing and delivering technical training
• Experience in deployment and monitoring of large scale systems
• Provide 2nd Level Support to retail customers in Australia and New Zealand
• Monitor incident management queue
• Analyzes incidents to identify service restoration actions to be taken
• Graduate in Information Technology or relevant discipline
• Must have incident management, troubleshooting and resolution experience on retail products - ATM machines, Point of Sale system, Self-Service Machines, Kiosks, Scanners, Barcode reader machines etc
• Australian Citizens and PR holder need only apply
• One year prior working experience with Oracle products (or at least two years related experience without Oracle products)
• Experience with Oracle StorageTek tape products (SL8500, SL3000, SL150 libraries, T10000 and LTO tape drives, Virtual Storage Manager (VSM) and ACSLS software. Includes the capability of troubleshooting, diagnosis, and service delivery consultation on these storage products
• Ability to collaborate across multi-technology sectors and functional teams
• Language Skills: Brazilian Portuguese and Spanish
• Assist with the planning, resource allocation, and advance testing for large-scale events, such as AWS re:Invent and regional AWS Summits. You will use tools such as AWS CloudFormation to build out and execute tests to verify AWS capacity and lab environment stability in advance of the events
• Provide real-time support of lab environments. You will be responsible for pre-warming and launching anywhere from hundreds to thousands of student lab environments in advance of the start of an event, and will continue to monitor environment health and stability of both lab environments and the underlying AWS services they use as the day progresses
• Assist Curriculum Developers, Solutions Architects, and other Subject Matter Experts with the use of our curriculum publication tools
• Monitor and respond to issues with our suite of tools that support curriculum publication and deployment. You will use native AWS tools such as AWS CloudWatch to monitor the continued smooth operation of our Jenkins-based CI/CD system for curriculum publication. You will respond to issue tickets logged against this and other tools, and will create, test, and release fixes to production using tools such as Git, Jenkins, Python, and Windows PowerShell
• Assist in defining and prioritizing our backlog of outstanding feature requests for our internal tools to provide maximum value to multiple stakeholders throughout AWS
• Propose and implement new tools and technologies that simplify the publication, monitoring and maintenance of AWS training curriculum
• Five years or more experience in IT as a Systems Administrator, Software Developer or Software Engineer
• BS in Computer Science, Information Systems or related field, or equivalent experience
• Knowledge of one or more modern programming languages (e.g., Java, C#, Python, Ruby, PowerShell)
• Familiarity with the concepts of Continuous Integration and Continuous Deployment
• Demonstrated customer obsession
• A demonstrated ability to work cross-functionally with a diverse group of project stakeholders
• Some travel required (10-20%)
• Existing knowledge of foundational AWS technologies (Amazon EC2, Amazon S3, VPC, etc.)
• Basic knowledge of Continuous Integration/Continuous Deployment platforms, particularly Jenkins
• Familiarity with basic administration tasks for both Linux and Windows operating systems
• Knowledge of Agile software development methodologies and tools, particularly Scrum and Kanban
• For more information on AWS, please visit http://aws.amazon.com**
• Management of cabling team
• Management of infrastructure activities
• Management of cabling suppliers
• Management of specific projects in the fields of infrastructures and cabling
• 10 years minimum experience in the fields of Wireless infrastructures and cabling
• Knowledge of suppliers in these fields
• Knowledge of Nokia equipments
• Expert in Radio cabling
• Qualities expected : good aptitude for teamwork, organization, autonomy, participation and coordination of working groups, good relationship, aptitude to the team management
• Written and spoken competence in English is required
• Management of Protocols and radio tools
• Management of specific projects
• 10 years minimum experience in the field of wireless protocols tools and radio tools
• Knowledge of suppliers (Agilent, Spirent, Hytem...) and other industry suppliers
• Qualities expected : good aptitude for teamwork, organization, autonomy, participation and coordination of working groups, good relationships, good aptitude for team management
• 1) Technical evaluation and documentation of customer situation
• Holistic understanding of the customer situation including solution landscape, core business processes, interfaces, critical projects and top issues and the corresponding documentation in the SAP Solution Manager
• 2) Establish SAP Solution Manager as collaboration platform
• Establish SAP Solution Manager as a collaboration platform for developing and driving detailed engagement, service plans and action plans to safeguard the customer’s operation as well as implementation and upgrade projects
• 3) Management of risks and top issues
• Identification of technical risks and top issues. Definition of the corresponding action plan to manage the top issues, including actions for the customer, SAP partners, and all SAP departments
• Ensure resolution of issues and top issues according to engagement deliverables
• Delivery of MaxAttention engagements for projects and operations
• Delivering Application Lifecycle Management strategy plans for customers including the following Quality Management areas
• Quality Management for Implementation
• Analysis of system landscape and technical issues
• Technical Analysis of core business processes for all applications
• Testing and Tracing of business processes end-to-end
• Ensure test management is implemented according to SAP Standards
• Evaluation of the project plan
• Quality Management for Business Continuity
• Develop a “master plan” with customer for business continuity with customer according to SAP Best Practices
• Ensure setup and training of customer for Root Cause Analysis
• Drives establishment of system monitoring procedures as well as monitoring of business process and interfaces
• Provides support to manage data volumes to control business data growth
• Quality Management Business Process Improvement
• Identifies top issues of engagements at critical customers
• Analysis of core business processes for all applications
• Analysis of system and application operation
• Definition of action plan for optimization
• Drives implementation of business process monitoring and exception handling
• Quality Management for Protection of investment
• Develop/Validate master plan for IT-landscape strategy
• Develop/Validate master plan for TCO reduction including
• Problem Resolution: he/she is able to effectively resolve or drive resolution for problems that require the creation of new and innovative approaches
• Ability to manage Customer Solutions in top maintenance segment (level 1)
• Is able to manage enterprises of larger size and their solution landscape and contributes to the solution of critical customer issues
• Good understanding of the SAP technology and understanding of SAP Business Suite (Application)
• Experience as an AGS onsite service team lead, such as Solution Management Assessment, or as project manager for implementation projects
• Customer request handling for CORE Domain
• Tickets management
• PS Core or CS Core support experience
• Linux Knowledge
• MSS/MGW/HSS/HLR/BSC/BSS Integration experience
• Signaliing Protocols
• Monolithic and Layer NTW knowledge – 2G & 3G & 4G & 5G/PSTN
• Support IT teams with build, test, and certify of tools
• Assist with development of configuration an automation with SDDC environment and infrastructure auto-provisioning
• Manage and lead escalated support and problem resolution activities for system hardware, software, and/or operating systems; acting as L3 support
• Assist in the engineering and rollout of configuration tools
• Functional understanding of infrastructure architecture (network and hosting)
• Knowledge of VMMare/vRealize Product Suite
• Knowledge of infrastructure fault and performance monitoring best practices
• Problem-solver with a passion for technology; skilled in grasping the big picture, conceptualizing, developing, and implementing solutions, and partnering closely with business leaders and IT business interfaces
• Strong communication skills - comfortable presenting to all levels of management
• Provide remote technical product support for customer and distributor/re-seller IT staff for client and server-related technical product issues via phone, live chat, remote assistance software, and email
• Provide remote trouble-shooting support services for hardware issues for hardware
• Ensure support tickets are responded to in a timely manner and resolved in accordance to predefined company standards
• Accurately document collected data and customer interactions within the trouble-ticket system
• Perform root-cause analyses as needed for HIGH and CRITICAL issues documenting causal factors and recommending process improvements for issue resolution and prevention
• Research, resolve, respond to, and document appropriate customer inquiries, as requested
• Escalate or re-assign issues as needed to appropriate resources (Engineering, Professional Services) for resolution
• Solve non-standard issues that may require analytical and conceptual thinking
• Provide clear and concise instructions and resolutions both verbally and in writing to customers
• Create and modify product and process troubleshooting documents
• Initiate and lead meetings as needed with customers and internal resources
• Continuously strive to increase the effectiveness and efficiency of the Customer Support department, from improvements to each function, as well as coordination and communication between all departments
• Improve customer service quality through monitoring and analyzing service-quality metrics and evaluating, recommending and implementing changes to existing processes
• Work with Marketing and Product Management teams to communicate product information (releases, new features, etc.) to customers and other external parties (e.g., prospects)
• College degree or equivalent experience with technical software support and maintenance service delivery required
• Superior communication skills, both oral and written; must have the ability to convey technical issues and material to non-technical audience
• Minimum of 3 years' experience in technical customer service or software implementation
• Resourceful and able to work independently
• Demonstrate exceptional customer service and customer focus for both internal and external customers to foster a high degree of end user satisfaction through timely delivery of quality service
• Work well under pressure with the ability to be patient and display empathy with the customer
• Must work well in a team oriented/collaborative environment
• Proficient with Microsoft Office to include Word, Excel and PowerPoint
• Demonstrate solid time management, communication, decision making, human relations, organizational skills and ability to set and manage priorities in a results-oriented way
• Willingness to be on-call during weekends and evenings
• Ability to meet standards for ticket system management and documentation responsibilities
• Demonstrate the ability to prioritize workload, and adapt to new processes and procedures in a fast paced environment with progressively less oversight
• Understanding of AWS technologies (aws.amazon.com)
• Understanding & experience of managing and monitoring large scale disk sub-systems
• For more information on Amazon Web Services, please visit http://aws.amazon.com.**
• 4 years+ of SQL Administration and Database Experience
• 2 years+ of Support Engineer experience
• Fluent in Spanish or Portuguese and English
• Knowledge about OMS (1200 and 1600)
• Knowledge about new SPO versions (1400 family)
• Good understanding about Ethernet over SDH
• Good understanding about Ethernet L1, L2, VLAN, bridges and switches
• Good understanding about MPLS-TP and VPN services
• Knowledge about how to operate the Management System SO-EM (Linux basic level)
• Knowledge about legacy products SDH MDRS (Marconi LH radios )
• Good understanding about Ethernet over PDH
• Strong knowledge about new products MINI-LINK (LH, CN 500, SP200 y SP300)
• Solaris Volume Manager (SVM)
• Veritas Cluster
• IP Networking/Tracing
• EMC disk arrays
• BSCS or Billing system
• Ix Collections
• Charging System nodes and solution Knowledge
• EMM/OLM knowledge
• Signalling Protocols
• Understanding of Telco and ITC business
• Proven ability to operate in extreme high pressure situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism
• Must be willing to work in a fast paced and growing environment where some travel maybe required
• Bachelor’s degree in Computer Science, Computer Engineering or related field
• Experience working with and managing mobile devices
• Experience with EAM and/or Asset management
• Experience with Purchase order creation
• Experience with Inventory management
• Bachelor’s degree in Computer science or IT related field
• Experience working with and managing Android/Fire OS devices
• Microsoft MCSE, MCITP Systems Administrator (Active Directory)
• Strong troubleshooting skills of very complex systems
• 5+ years experience in a technical support, system engineering or software engineering
• Understanding of Web services and cloud architectures (web servers, load balancers, DNS, routing, web requests, networking)
• Sharp analytical abilities
• Masters degree in computer science, Computer Engineering, Electrical Engineering or related field
• Exceptional customer relationship skills including the ability to discover the true requirements, underlying feature requests, recommend alternative technical and business approaches
• MCC core member runs the Mission Control Center to support the front office team, Delivery Execution or CoE (Experts), to provide high-quality support services in the framework of Premium Engagements and Enterprise Support for our customers
• Role Type in MCC Core team
• Experience in working with SAP Backoffice functions, such as the Message Solving Organization, Development and the DBS Mission Control Center
• Train and coach for Front Office team (Technical Quality Manager), CoE Engineers
• Japanese: Fluent
• English: Business Level
• Ensure that assigned infrastructure is configured, installed, tested and operational according to business requirements
• Identify the root cause of incidents, events and problems taking take full ownership for managing the incident, event or problem to resolution
• Develop a workaround plan and ensure the implementation of a resolution and recovery
• Demonstrate problem analysis and solution formulation skills
• Demonstrate the ability to explain procedures to technical and non-technical audiences in a concise and clear manner
• Good knowledge of CITRIX experience/skills (XEN, virutalisation) and Linux/aix is required
• CCNA (CCNP is a plus but not required)
• Good Global Microsoft skills
• Scripting skills is a plus (python, perl, php …)
• Able to work in a support team , with incident and change management focus
• French and English is mandatory
• 2-3 years’ experience
• ACSP (Apple Certified Support Professional) / ACMT (Apple Certified Mac Technician) Preferred or equivalent experience
• 2+ years IT work experience preferred in a corporate support environment
• Demonstrated expertise of Microsoft Windows Operating Systems, Apple Operating Systems, and Microsoft Office products. Candidate should have the ability to install, configure and troubleshoot each operating system
• Troubleshoot and repair hardware and software on Apple & Windows desktops, laptops and peripherals
• Perform imaging / re-imaging end user Apple / Windows desktop and laptop machines
• Knowledge of Windows mobile client devices, and Apple iOS products a plus
• Knowledge of security and antivirus software
• Windows Scripting Host (WSH), PERL, VBS or other scripting languages a plus
• Ability to perform general computer hardware maintenance (CD-ROM replacement, CPU replacement, Motherboard replacement, Laptop LCD replacement, etc.)
• Mandatory ability to communicate effectively with management, peers, and customers, via email, phone and in face to face situations (written and verbal)
• Ability to work both independently and within a team environment
• Ability to travel to setup hardware, and troubleshoot issues at other local Oracle offices (up to 25% of time)
• Analyze consistent or repetitve issues or problems, develop creative solutions and assess risks / benefits; develop strategies for resolving identified issues and how to prevent future occurrences
• Document supported systems and application procedures and processes
• Stay in touch with technology changes and our client's operating environment changes. Our goal is to assess potential impact to supported systems and applications and to proactively look for opportunities to improve service
• 2+ years of Linux/Unix experience
• High technical aptitude with excellent written and oral communications skills
• Experience deep diving technical issues, both hardware and software
• Ability to find automation opportunities
• Experience working in a mission critical, operations support environment
• Understanding of networking concepts such as DNS, DHCP, HTTP, SSL, OSI Model, and TCP/IP
• Ability to develop & update team facing and customer facing documentation in a clear & concise manner
• Passion for process improvement and customer service
• Excellent troubleshooting experience
• An understanding in scripting (Python/Perl/Ruby or equivalent)
• An understanding of database technologies
• An understanding of version control (Git/SVN or equivalent)
• An understanding of performance tuning
• 3-5 years of Application Support experience in a retail/corporate environment in a 3rd-level support capacity
• Nagios/Splunk (network monitoring to proactively identify and resolve problems)
• SQL (querying, table joins)
• 5+ years supporting applications in a retail or corporate environment in a 3rd-level application support capacity
• Experience supporting integrated systems and devices with disparate back ends and vendors using services / data feeds
• Bias for getting things done, overcoming obstacles, taking ownership of difficult problems, conducting critical but constructive discussion, keeping a positive attitude
• Independent worker with excellent time management skills
• Logical thinker/problem solver who is self-motivated and a strong contributor within a team
• Ability to communicate effectively and troubleshoot issues across multiple departments and work closely with external vendors and internal business partners to manage applications through various test and production environments
• Customer-focused; analytical; thorough; and have excellent skills in troubleshooting and in problem-solving, and in oral and written communications, with the ability to prepare accurate and detailed documentation
• Experienced in creating dashboard and summary reports in Excel or other reporting tools - required
• Strong experience performing root-cause analysis - required
• Desired skills - strong working knowledge of
• BS degree in Computer Science and 2+ years of industry experience developing large scale distributed software systems
• Solid proficiency with an OO language (Java or C++) and design patterns
• Strong knowledge of data structures, algorithms
• Knowledge in SQL, XML, and Web services are a plus
• Demonstrated ability to achieve stretch goals in a highly innovative and fast-paced environment
• Learn new technologies quickly to solve problems
• Creating and building elegant solutions for complex problems
• BS in Computer Science or equivalent combination of technical education and experience
• Excellent written and verbal communication skills, with a track record of working effectively with Development Engineers, Engineering Managers, peers and other functions
• Highly motivated to solve problems efficiently
• Ability to build and maintain strong working relationships with peers, managers and partner teams
• Experience in Linux is a plus
• Conduct monitoring and troubleshooting of Unix/Linux systems running AWS Identity and Access software
• Deploy new or scale existing systems and software using automated build and deployment tools
• 1+ years of experience in operating systems administration or software development
• 1+ year experience with support procedures and methodologies for production computing environments
• Systems Administration in a Linux/Unix environment
• Able to prioritize and perform in complex, fast-paced situations
• A Degree in Computer Science or related field, relevant certifications, or 3+ years relevant work experience
• Proficiency in all aspects of system administration of Microsoft Windows technologies to deploy and maintain infrastructure services in our enterprise with an emphasis on the platforms listed above
• Ability to understand and manipulate common scripting languages such as PowerShell, VBScript and Perl
• 2+ years supporting Microsoft Active Directory in an Enterprise Environment
• 1+ years supporting Microsoft Exchange or other Collaboration Suite (1,000 users or more)
• Clear, professional communication skills able to contribute to team discussions, knowing when to contribute, when to listen, and when to ask questions
• 1+ years Administrating Linux-based systems
• Strong leadership skills and a successful track record of driving issues to resolution
• Provide support of our incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple product lines
• Work on operations and maintenance driven coding projects, primarily in Python or shell scripts, web technologies, with the potential for Java based projects
• Experience in any scripting language
• Understanding of XML/SOAP, web services, workflow modeling, web application development, and industry-standard commerce systems
• 3 Yrs to 6 years experience
• Ability to do scripting (any one of Shell, Ruby, Perl, Python etc.). Python is preferable
• Familiarity with programming languages Java or C++ or C
• Experience working on distributed applications/enterprise applications is plus
• Provide direct technical assistance to customers via phone and email
• Create internal/external content for SuccessFactors knowledge base
• Develop strong working relationships with cross-functional teams within SuccessFactors /SAP
• Must be available for weekend or evening support as required
• Ideal candidate would have either SF experience, HCM, LMS, technical skills, or support experience
• It is desired that candidates have a working knowledge of one or more of the following concepts/technologies
• 3-5 Years working with a web-based software solution (SuccessFactors Solutions preferred)
• Bachelor’s Degree with a technical discipline or a minimum of 3-5 years of experience in Support, Software Development, IT, or Quality Assurance
• Recent graduate in Computer Engineering (other Technology or Scientific degrees with understanding of programming languages might be also considered)
• Web programming skills (HTML5, JavaScript…)
• Fluent in English (oral and writing), German is desirable
• Customer service oriented person
• Analytic thinking, problem solving and communication skills
• Working experience is not required
• Develop a trusted relationship with key stakeholders and decision makers, understanding and responding to customer needs, and tracking account activity
• Understand key elements of the customer’s environment
• Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed
• Facilitate meetings effectively, setting clear goals and expectations, and documenting discussions and next steps
• Align Enterprise Support and Preferred Care offerings to customer business strategy and goals
• Facilitate customer meetings and reviews, including quarterly feature reviews, and annual Health Check presentations
• Engage cross-functional resources both internally and with customer organizations to align on problem solving activities
• Assist in knowledge transfer between customer and internal teams
• Effectively manage time, workload and shifting priorities
• Provide occasional off-hours support with key projects and go-lives
• Communicate effectively with customers both verbally and in writing
• Seek out and embrace feedback, take on challenging assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into learning opportunities
• Meet customer expectations by anticipating and helping in the resolution of their issues
• Monitor customer interaction workspaces for customer feedback and opportunities for response
• Review, document and track customer top issues
• Collaborate with internal teams by providing important customer feedback, process-improvement suggestions, troubleshooting tips etc
• Monitor quality of work and identify opportunities for continual improvement
• Up to 30% travel on-site presence
• Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and LOB decision makers
• Ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required
• Excellent communication & presentation (soft) skills
• Excellent German and English language skills, written and verbal are required. Additional languages are an advantage
• Ability to lead requirements-gathering sessions
• Ability to learn and assimilate information quickly
• Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
• Project Management experience is an advantage
• An understanding of IT landscapes and lifecycles with a specific focus on SAP Solutions during transitions, implementations and operations phases for cloud, standalone or Hybrid (e.g. Cloud and On-premise)
• Knowledge of the SAP Enterprise Support and the included service offerings such as SAP Enterprise Support Academy, SAP Enterprise Support Value Maps and SAP Solution Manager is an advantage
• Knowledge of SAP Success Factors is an advantage
• Intercultural sensitivity: SAP Enterprise Support and SAP Preferred Care are global support offerings and interaction with customers worldwide is required
• Enthusiast, strong work ethic and a positive attitude
• Graduate with a Bachelor or Honours Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent
• 2-4+ years’ working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level
• Experience and/or acumen of the following technologies and solutions
• Cloud, databases, server applications, infrastructure architecture, Internet technologies, web servers and web proxy servers experience, enterprise software solutions &/or business application software (specifically HCM knowledge would be beneficial for this role)
• Of great advantage are ASP, SaaS, XML, IT networking, SSO, APIs, Connectors experience
• Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements
• Experience in working in global / virtual teams is an advantage
• Experience in transferring knowledge to others (coaching & mentoring)
• Analyze the incident, research solutions and provide solid answers easily understood by customers
• Develop technical solutions to be posted to both internal and external knowledge base
• Liaising with Development & Field Teams to identify bugs and missing product functionality for future releases
• Liaising with product management to identify and report bugs
• Act as a liaison between our Product Management and Engineering teams
• Collaborate with other employees by providing important customer feedback, process‐improvement suggestions, new troubleshooting tips and other actions that involve improving our product
• Bachelor’s Degree in Computer Science, Information Technology, Business Information Systems or a related field
• 3+ years of relevant related experience essential
• Fluency in English essential and 2nd European language preferred
• Familiarity with general IT concepts
• Solid understanding of Internet technologies
• Preferred (but not explicitly required)
• Support the sales team post implementation with upgrades and technical requests
• Respond to end user requests for technical support
• Troubleshoot and resolve application issues related to IT users and services
• Develop workarounds to existing product lines when applicable
• Document processes and procedures as developed and/or required
• Update and maintain project issues list, prioritize issues
• Stay up to date with new products and features that are released
• Provide Material for technical documentation
• Service Platform Operations and Support: design; build out; health monitoring, metrics and upgrades
• Comfortable with installing, configuring and testing software packages in a MS Windows environment
• Application configuration and monitoring
• Knowledge of Postgres and/or Cassandra Database and Schema Management
• High Level Understanding of IP Networking
• Works directly with customers
• Participate in weekend rotation and shifts
• Participates in initiatives that improve overall product and documentation quality
• Participates in product/platform testing
• Drives improvements in product quality
• Participates in Beta programs
• Serves as Situation Manager on highly sensitive proactive and reactive
• Support the workstations and diagnostic utilities used to process Servers, PC’s, Laptop, Routers, Switches, etc. throughout the Config Center
• Support production technicians with troubleshooting as well as technical education when appropriate
• Process first-pass advanced technical production orders known as ‘prototypes’ or ’first article builds&#8217
• Design custom asset tags using various labeling applications and databases
• Research and resolve technical and other compatibility issues associated with hardware and software
• Document work instructions and other documentation to support the integration process
• Develop and support processes designed to streamline the configuration of technology products
• Utilize 3rd party imaging clients/programs to Image hard drives, servers, PCs, Laptops, thin clients, handheld/mobile devices, etc
• Support Microsoft WIM images, PXE, WinPE and Microsoft SCCM or MDT technologies
• Train associates on integration procedures when necessary
• Promote safety by identifying and promoting potential safety risks and providing recognition
• Participate in regular housekeeping initiatives and daily cleaning maintenance
• Answer questions from customers and prospective customers about the features and capabilities of our capabilities
• 1) Entry level or 1+ years experience working as a web developer with Java and front end technologies (HTML, CSS, JavaScript, JQuery). If they do not have all of these or have experience with a different language, they need to be eager to learn and demonstrate the ability to pick things up quickly. They do not mind grooming someone into the role
• 2) Must have Customer service mentality. They will be resolving issues and dealing with customers on a daily basis so their communication and customer service skills are very important. The hiring manager looks for candidates that may have done tutoring or community service on their resume
• 3) Cultural Fit. They need to be able to work in an open plan office where they are collaborating and constantly bouncing ideas of the team. They also need to be resourceful and know who to go to in order to solve problems
• Solve technical questions from clients via support ticketing system
• Build and release custom functionality to solve client issues
• Travel occasionally to client locations to provide services on-site
• Work in an international environment
• Analyze and Troubleshoot reported issues/errors
• Be Additional Owner on and Learn from other Senior Support Engineers HIGH and CRITICAL cases & conference calls
• Engage in technical and tactical discussions with Senior & Principal Support Engineers about how to approach technical problems
• Monitor the queue for your product and handle triage of new cases and maintain adherence to our SLAs
• Manage/monitor high-severity issues and escalations within your team to assure focus remains on the highest priority issues and keep management informed of any potential problems
• Contribute to, and challenge, management initiatives
• Actively contribute knowledge objects
• Superior troubleshooting skills and demonstrated ability to quickly resolve complex technical issues involving any or all of the below aspects
• Basis Administration Skills
• Upgrade and installation of solution manager is additional advantage
• Maintaining profile parameters & license installation
• Basic knowledge of UNIX and Sybase
• Client copy exposure
• Scheduling and Monitor Background jobs
• 3+ years work experience running and supporting complex IT production systems is required
• Min. 2 years hands-on Solution Manager experience
• ABAP/Basis Skillset is plus
• Experience in System Administration / Support
• Administration skills in the SAP Basis area
• HANA Admin &Troubleshooting skills are a plus
• Graduate or Master Degree in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems or equivalent
• Technical exposure in one of Database (Oracle/DB2/SQL Server/MaxDB ) is preferred
• Experience in Troubleshooting and training deliveries
• Good communication project management skills and exposure to quality process frameworks
• Experience in communication with customers and managing expectations
• Proactive in learning and highly self-motivated
• Good team player and ability to lead a team (distributed) on projects
• Knowledge of enterprise-level applications and understanding of Global Delivery model
• Flexibility to travel is a must
• Responsibilities, success factors and competencies can include the following, but may be customized due to regional or business need
• Key Responsibilities: 1. Incident Solving 2. Additional Tasks
• Basic understanding IT
• Basic understanding of core business processes (hereunder HR processes)
• Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred
• ABAP development skills
• Basic understanding of SAP HANA technology
• Basic knowledge of OS and DB Administration
• Exceptional Communication Skills
• Min. 2 years hands-on Solution Manager Implementation experience
• 40 % - 60 %
• High written and oral communication skills in English
• Strong interpersonal communication skills
• Experienced with Unix/Linux platforms
• Experienced with Enterprise solutions / products
• Experienced with one of the following Databases – Oracle, Postgres, Sybase MSSQL
• 1-2 years of experience with customer support organizations - advantage
• Experienced with Customer issues lifecycle tools - advantage
• Experienced with support debugging tools and logs reading – Advantage
• Experienced with Win platform – Advantage
• MaxAttention,
• Active Embedded,
• Enterprise Support
• For Application Process Design and Implementation
• Define customer process model and execute discovery workshop
• Implement, test, train applications and processes
• Optimize business processes
• For Integration and Development (including Validation)
• Take care of the integration topics like user integration, system integration and process integration
• Ensure data consistency, performance and exception management
• For Architecture and Infrastructure
• Define technical architecture, landscape and underlying infrastructure
• Provide a detailed architecture blueprint as basis for the other work streams (like General Basis Support)
• For General Basis Support
• Application Lifecycle Management
• Setup the project and production landscape
• For Data Migration
• For RunSAP Like a Factory / Transition to Operations
• Define the customer target operational model
• Design and implement application lifecycle management
• Integrate new business solutions or technical components into operation
• Setup or optimize operation control center
• For System Landscape Optimization (Landscape Transformation Management, SAP LT based projects,
• Participates in internal projects driven by internal requirements
• Trains and coaches other CoE Engineers
• Industry and business processes
• Programming skills for ABAP, Java, C++
• Upgrade downtime minimization
• Performs and leads overall analysis of situation at key accounts
• Identifies top issues in key account engagements
• Leads analysis of system landscape and technical issues
• Leads analysis of core business processes for all applications
• Leads analysis of system and application operation
• Delivery functional or technical tasks in MaxAttention projects
• Co-operates with the Focus Technical Quality Manager (TQM) to answer difficult functional or technical questions and executes concrete tasks
• Delivery Onsite & Remote services for MaxAttention, Active Embedded and Mission Critical
• Delivers Expert Guided Implementation
• Actively provides customer feedback to development based on delivery
• Analysis of functional gaps in ICC and developments to close gaps
• Implements specific best practice operations scenarios
• Develops trainings, specifications and documentation
• Ensures that services and documentation are available and up-to-date for the respective area of expertise
• Takes over development tasks in projects or service development
• Delivers root cause analysis, provides solutions, and delivers services for specific fields / areas
• Functional responsibility for specialist technical area
• Drives knowledge transfer within specialist focus area
• Engagement Support
• Understands customer requirements and coaches Embedded Support for planning single support services including identification of the needed skills and the size of the delivery ( for MaxAttention and Active Embedded customers)
• Contributes to the achievement of our COE quality and efficiency targets (including focus on remote share, QA of service delivery, reporting)
• Develops trainings, specifications and documentation; ensuring that the documentation is up-to-date for the respective area of expertise
• Executes customer development in context of ICC
• Understand and develop assigned request from project
• Responsibility for implementation according SAP product & support standards
• Experience in working with SAP Backoffice functions, such as the Message Solving Organization, Development and the Mission Control Center
• A minimum of 1 years of technical support experience is required
• The ability to program to solve problems and automate repetitive tasks in a common scripting or programming language such as Python, Perl, Java, or Ruby
• Deep knowledge of the Linux operating system
• Understanding of Identity Systems such as LDAP, Active Directory
• Should be genuinely excited about technology, have a strong interest in learning about and playing with the latest technologies. Must be a self-starter and motivated
• Participate in all phases of the development of a large distributed system: providing hardware, manageability, operability and performance perspectives
• Develop system management scripts/tools to automate operational tasks
• Monitor the health of the fleet, automating system health, maintenance tasks, and reporting systems as needed
• Troubleshoot, perform various system maintenance tasks (your hands get dirty here) and participate in on-call rotation
• 4+ years experience building scripts, tooling, and automation for large-scale computing environments
• Experience with and strong working knowledge of Linux and associated Linux tools/languages
• Knowledge of TCP/IP and networking protocols such as HTTP and DNS
• Ensure timely, high quality communication
• Document service into the provided CRM tool. All documentation to be done in English language
• Deep technical knowledge in SQL Server 2008 or newer version
• Solid knowledge in T-SQL language
• Experience in capacity planning and sizing SQL Server environments
• Experience in high availability configurations with Failover Clustering
• Advanced troubleshooting techniques
• Coordinates actions of others as necessary to assist with analysis and resolution actions for problems and Known Errors
• Monitors progress on the resolution of Known Errors and advises 2nd Level support staff on the best available Work-Around for Incidents related to unresolved Problems/Known Errors
• Assists with the handling of major Incidents and identifying the root Create problem records and perform root cause analysis
• Escalates issues for resolution, to avoid reoccurrence or close problem
• Knowledge of Storeline POS Solution
• Experience in supporting major retail customers
• Excellent technical understanding of SQL
• Excellent technical understanding of VM Environments and tools
• Experience with Windows / Linux OS
• Skills for scripting in Kix, Java, C+ etc
• Ability to read and understand code across multiple platforms
• Degree in IT or related discipline
• BA/BS in engineering or related fields or 3+ years of relevant work experience
• Knowledge of network and web related protocols (e.g. TCP/IP, UDP, IPSEC, HTTP, HTTPS, routing protocols)
• Experience in one of the following: Systems Administration, Networking, or Telephony Systems
• Working knowledge of Amazon Web Services
• A strong desire to learn new technologies
• Expert knowledge in one of the following:Systems Administration, Networking, or Telephony Systems
• Experience in one of the following:Systems Administration, Networking, or Telephony Systems
• Respond to and resolve inquiries forwarded to the Brand Protection and Gating team by tier 1 & 2 Seller Support associates and other internal Amazon stakeholders
• Drive the creation of standard operating procedures to drive knowledge transfer to tier 1 & 2 support
• Monitor the system health, troubleshoot anomalies, and handle infrastructure work for our distributed services
• Take on medium-sized coding tasks to build tools that help diagnose system issues and automate their resolution
• Implement gating changes in cooperation with the development team
• B.S. in Computer Science or a related field (Engineering, Mathematics, etc.)
• Strong knowledge of at least one interpreted/scripting language (e.g., PHP, Ruby, Python, Perl, Shell) and good knowledge of at least one compiled object-oriented language (e.g., Java, C#, C++)
• Strong knowledge of the Linux operating system
• Excellent English language written and verbal communication skills
• Experience working with web services
• Experience in technical customer support
• Experience working in a fast-moving team environment and ability to juggle many tasks and projects
• 1+ years experience in a product development environment
• Knowledge of microcontroller-based firmware design and development
• Debugging and troubleshooting ability
• Experience writing firmware under an embedded OS or real time scheduler
• Experience working with device driver and associated hardware such as timers, DMA, A/D converter, comparator, UART, I2C, SPI, or LCD
• Solid background in CS and be knowledgeable about basic EE
• Bachelor degree in Computer Science or Engineering, advanced degree preferred
• Signal processing programming with MATLAB
• Knowledge of sensors
• Worked in R&D environment regulated by FDA, CE and FCC bodies and familiar with process and safety standards required for medical device development (ISO 13485, IEC 60601) or equivalent
• MINIMUM 3 years software development experience
• Bachelor's Degree and/or Master's degree in Computer Science
• Proficiency in, at least, one modern programming language such as C, C++, Java, or Perl
• Experience with large scale security, enterprise and web preferred
• Working knowledge of major security protocols (e.g. ssh, Kerberos, TLS, etc.)
• Familiarity with cloud computing concepts and experience working in AWS
• Track, coordinate and solve the java application platform tool chain related 3rd level support cases
• Understand in depth complex technical issues, suggest workarounds and engage with the developers
• Create and maintain internal documentation such as knowledge base, user guides, etc
• Proactively share findings, bugs and ideas to improve and optimize the tool suite with team members
• Collaboration and communication with internal providers and offshore partners
• BA/BS in Computer Science, Electrical Engineering or related field of study and 2 years industry experience in a software technology position OR relevant technical Master’s Degree and 2 years relevant industry experience; prior development experience is preferred
• 1 year of programming and/or support experience with Java based enterprise software product
• 1 years Unix and Windows administration and debugging experience
• Proficient in the following area
• Provide guidance and assistance to partners and customers with implementation, integration and customization of the TIBCO Spotfire products, and with the use of the TIBCO Spotfire API’s
• Provide email/WebEx/phone consultation to troubleshoot, debug and solve customer issues, with special focus on questions/issues/errors related to custom development
• Write code examples and best practice guides related to API development and publish in the TIBCO Community and knowledge base
• Bachelor's Degree in Computer Engineering or 1+ years relevant experience
• Knowledge of computer networks with ability to troubleshoot such networks (transport protocols, routing protocols, firewalls, load balancing, VPN solutions, etc.)
• IT Security and data encryption fundamentals
• Experience with scripting languages (Python/Perl/Ruby or equivalent)
• Understanding of database technologies
• Understanding of version control (GIT/SVN or equivalent)
• Comfortability with medium to large, complex project scopes and ambiguous details within work environment
• Network certification (JNCIA, CCNA or higher) or equivalent networking experience
• Resolve inquiries forwarded to our team by tier 1 & 2 seller support associates and other Amazon-internal stakeholders
• Drive the creation of Standard Operation Procedures to drive knowledge transfer to tier 1 & 2 support
• Monitor the system health, troubleshoot anomalies, and handle infrastructure work for our large distributed services
• B.S. in Computer Science or a related field (Engineering, Math, etc.)
• Primary party responsible for ticket-based, operational activities related to Active Directory and Microsoft Exchange
• Will have direct responsibility for the completion of operational obligations and project goals such as (not exhaustive)
• Active Directory objects maintenance
• Exchange object maintenance
• File/Shared Workgroup creation, maintenance, permission-ing and quota management
• Utilizing S3/Identity Management web tools for account maintenance
• End User operational support via email and phone contact
• Incident and Problem management, including RCAs
• Documentation review and maintenance
• Monitoring / Reporting / Audit responsibilities
• Interaction with the client or cross-functional infrastructure teams as required
• Disaster Recovery testing support
• Proven troubleshooting skills and ability to understand complex relationships between components of multi-tiered and distributed systems related to directory services
• Experience in a user-focused operational-support environment
• Minimum 1 year experience in an Windows Active Directory operational work environment
• Bachelor's degree (B.S./B.A.) in Computer Science, Business Information Systems, or related field (or comparable work experience) is desired
• Available for overtime
• Available for on-call and holiday coverage support (rotational)
• Location Webster, NY
• Are a strong, confident, and exacting writer
• Know and have used software automation, ideally Puppet/Chef or have been a Unix &/or Linux SysAdmin,working directly or very closely with DevOps
• Can work a variety of different shifts based on customer commitments
• Participate in an "on call" rotation
• Have a technical degree or equivalent experience
• Emerging Puppet technologies such as HA, VRX, and more
• Fluency in other European language is a plus
• 2 years plus of distributed system management experience
• Experience with massive-scale distributed systems
• Knowledge of TCP/IP networking, architecture, and core technologies (such as DNS, DHCP, HTTP, Routing, VPN)
• 1 year plus of development of systems management and administration automation in Perl, Python, Ruby, or Java
• Responsible for designing solutions to vehicle issues and gaining customer / regulatory approval for changes in train design
• Lead in the development of documented engineering procedures, practices and policies
• Assist in optimising the Company’s maintenance regime and in the development of best European / World Class maintenance practice in support of current and future contracts
• Assist maintenance with in-depth faults, passing on fault finding skills and the use of schematics on rolling stock assets
• Assist in the co-ordination of continuous improvement programmes to improve fleet reliability and ensure contractual requirements are achieved and exceeded
• Responsible for liaising with other Hitachi departments in the investigation of maintenance and safety defects and ensuring compliance with UK legislative requirements
• To liaise with Procurement / Maintenance Team members during the assessment and approval of new/changed material and suppliers to ensure that Maintenance, H & S and environmental needs are adequately identified / addressed
• Work closely with the Performance Engineer to identify and address the root cause of defects and to ascertain the extent of problems arising
• To confirm that rolling stock assets comply with operational specifications by the use of engineering processes and techniques
• To modify or manufacture rolling stock components by material or processes
• Liaison with Hitachi and external personnel as required to complete the duties of the post
• Join the rostered list of On Call Support Engineers; this will be a permanent responsibility for the duration of the appointment as Support Engineer
• Develop professionally and support good working relationships
• Learn new skills in accordance with Hitachi’s business demands as required
• Assist as required by instruction of the Engineering Manager
• HND in an engineering discipline or equivalent qualified engineer
• Previous experience in product improvement and reliability engineering on UK rolling stock
• Membership of a recognised accredited engineering body
• Provide advanced technical support via telephone, email and customer site visits to external and internal customers
• Provide efficient, high quality technical support services to ensure timely response to queries, resolution of problems, and reporting/escalation of unresolved issues
• Research, analyze, document and manage resolutions to technical, operational and implementation issues related to Nuance products and their supporting technologies and infrastructures
• Must be capable of establishing and documenting processes, policies and procedures; producing high quality technical documentation to be included within newsletters, public/private knowledge base systems, product manuals, etc
• Ability to recognize trends and patterns between diverse service request descriptions and foresee future problems
• Sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently
• Facilitate customer conference calls and manage the resolution of critical customer account issues
• Act as cross functional program team representative; gathering and disseminating information to and from product development and engineering teams
• Mentor technical and field services personnel, customer IT technical staff when needed
• Availability for 24x7x365 staffing assignments, on-call pager rotation and travel (minimal) as required
• Experience with the implementation and support of Radiology Information Systems (RIS) and/or Picture Archiving and Communications Systems (PACS)
• MS Windows client-server proficient
• Must possess experience in the installation, configuration, management and performance monitoring of Microsoft Windows based applications and components
• Experience with PowerScribe, RadWhere, and/or PowerScribe 360 products is highly desired and these candidates will be given preferential consideration
• 5 to 10 years of experience in Linux system administration, monitoring, hardware failure diagnosis/root cause analysis, firmware updates, software package and repository management
• 5+ years of experience in creating software/scripts to automate tasks and systems with some of the following programming languages: bash, perl, ruby, python, C, etc..
• 5+ years of experience in Unix troubleshooting in order to identify hardware or system failures
• 3 to 5 years of experience in working with SQL and databases, including application program interfaces
• Flexible hours to support a 24x7x365 operation
• Demonstrable grasp of security best practices in server configuration, tool development, and access controls
• RDBMS installation, system performance evaluation and troubleshooting
• Relentless passion for frugality and out-of-the-box engineering
• Understanding of standard internet protocols (Ethernet, ARP, IP, ICMP, UDP, TCP, SSL, DNS, HTTP, etc.)
• Provide engineering support of our incoming tickets, including extensive troubleshooting and debugging
• Read and understand complex application code and make code fixes to resolve support issues
• Candidate should possess superior customer service skills in dealing with users at all levels in a team environment
• Demonstrated experience delivering direct user support in a high availability environment
• Previous experience in which high levels of initiative, judgment, and tact has been demonstrated
• Must possess superior technical aptitude, written and oral communications skills with the ability to interact with internal customers in a professional manner
• Candidate must haves a basic understanding of core internet technologies - DNS, mail transport, TCP/IP and network file systems
• Demonstrated experience with Linux
• Other desired technical skills include Perl, Python, Ruby, Oracle SQL, and familiarity with object-oriented programming
• BS/MS in Computer Science/Engineering or related disciplines
• 4 to 6 years of experience in Application/Product, Production Support
• Able to write complex scripts and automation (using any one of the Shell, Ruby, Perl, Python)
• Proven track record of service improvement and optimization in production
• Exposure in handling customers, program managers for planning and executing operational programs
• Exposure to processes improvement techniques, Operational Excellence is definitely added advantage
• Strong understanding of support processes – handling tickets, monitoring, processes and metrics
• Ability to solve complex problems independently
• Familiarity with Load Balancers, Network Components and Infrastructure components is a value add
• Hands on experience distributed applications/enterprise applications is plus
• Hands on experience in Cloud technology is plus
• Expert in using scripting and programming language for automatons
• Experience in design and development of software is a value add
• You strive to improve the customer experience by resolving issues completely and in a timely fashion
• You communicate clearly both verbally and in writing with your team and with other groups. You listen effectively
• You have a strong aptitude for trouble shooting and problem solving
• You maintain SLA’s through the implementation of proactive issue detection and reporting
• You write and review accurate and complete support procedures, system documentation, and issue tracking entries
• Able to prioritize in complex, fast-paced environment
• Engage with customer on phone to assess the business impact of an issue
• Analyze configurations, application and system log files to determine the cause of issue
• Work closely with peers globally to ensure issue resolution in line with SLAs
• Maintain accountability for an issue until the same is resolved
• Report errors/bugs to Development
• Contribute to Technical Knowledge Database
• Give an accurate daily handover of all business-critical occurrences to peers in other locations across the globe
• Participate in weekend support coverage as per roster planned globally
• Be a part of the top-notch experts and deliver towards End-to-End Trou-bleshooting
• Handle escalated customer messages
• De-escalate customer messages independently
• Take on role of technical expert who passes on knowledge via coaching and workshops
• Engineering degree or
• Masters in Science (Physics & Mathematics) or
• Bachelor’s degree in any discipline complemented by equivalent work experience
• Total experience at least 4 to 8 years out of which, 2+ years of directly-related work experience in supporting or implementing SuccessFactors Solutions or equivalent products in HRIS & Learning
• Having worked in Implementation, Consulting, Support or Key-User roles in any business application will be an asset
• Strong problem resolution, analysis and documentation skills
• Strong team player; enjoys working with international teams
• Outstanding abiulity to manage & prioritize own workload/tasks
• Excellent communication, collaboration skills
• Ability to work with high sense of urgency and willingness to commit the ad-ditional time and effort on high impact issues
• Experience with online communications
• Working knowledge of CRM and Service Management ticketing systems
• You are interested in understanding, analyzing and resolving technical problems
• You like to work in teams but also can produce high-quality work results on your own (autonomous)
• Your main task would be
• Very good or good degree in Information Technology, Mathematics, Physics or Technical Engineering
• Fluent German and English is a must
• Knowledge of SAP Solution Manager, preferably in the area of RunSAP like a Factory
• Any practical experience in software development and deployment
• You have a University degree in Mathematics, Information Technology, Engineering or Natural Sciences
• You have very good communication skills
• You enjoy facing and tackling new challenges in different roles on a regular basis
• You are very interested in technical IT topics like software updates, performance analysis, databases, hardware layouts/components, networks
• You have very good German and English skills (spoken and written)
• You are happy to travel worldwide on a regular basis
• You have some experience with SAP ABAP and JAVA based Netweaver systems
• You have experience with RDBMS databases like MSSQL, MAXDB, Oracle or DB2
• You have some experience with SAP HANA
• You have experience with Linux, Unix
• You have proven during your studies that your focus is in very technical IT topics
• You have programming skills in at least one language e.g. (ABAP, JAVA, C, C++, SQL or similar)
• Coaching and Mentoring
• Continuous Knowledge Management contribution by Creating Knowledge Base Articles and WIKI Documents
• Deliver standard application/technology trainings and workshops
• Perform knowledge transfer to internal staff and external customers & partners
• Produce e-Learning Content (Forums/Wiki to help with incident deflection)
• Drive creation of Knowledge in area of expertise and drive proactive proliferation of knowledge created externally and internally
• Product specialization – be a product expert in at least one area
• Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable / SQL
• Work as functional expert in de-escalation and war rooms (Engage in critical customer situations – e.g.: CIM escalation, account escalation)
• Take initiatives improving team’s performance and efficiency
• You have Bachelor/Master’s Degree (Technical University degree preferred)
• Ability to work on a night shift
• Software / Application support related experience
• Functional to advanced knowledge in one application/technology area / basic knowledge of at least one other area
• Basic to advanced understanding of business processes within one application/technology area
• Basic skills within ABAP/.net/Silverlight/XML
• Technical skills (debugging, tracing, verifying complex Business Configuration/Fine Tuning)
• Experienced dealing with IT and standard software (MS Office, etc.)
• Experience with Operating Systems and internet browsers
• SAP'S DIVERSITY COMMITMENT
• Solid experience in Java, C++, or C# (expert in at least one)
• 2+ years industry experience in developing and launching production grade software
• Solid UNIX or Linux experience
• Great understanding of database theory and solid experience in at least one relational of non-relational DBMS
• Attention to detail coupled with ability to think abstractly
• A technical background (BS/MS in Computer Science/Engineering or related discipline/experience) 2+ years’ experience Strong Unix base O/S experience or proven ability to pick up Linux quickly Ability to do scripting (any one of Shell, Ruby, Perl, Python etc.) Strong debugging/troubleshooting skills Familiarity with programming languages Java or C++ or C Ability to write complex SQL queries is added advantage Excellent verbal & written communication skills Strong understanding of support - tickets, monitoring, processes and metrics A passion towards problem-solving Strong decision-making ability Must be able to think proactively; excellent follow-through and attention to details. Knowledge on distributed applications/enterprise applications is
• Monitor the health of production and test systems 24x7
• Atleast 2 years experience in hands-on production administration of large system environment
• Experience in following, and improving upon, established procedures within a mission critical environment
• Experienced in writing scripts
• Knowledgeable in using and navigating within a Linux environment
• Ability to do high level debugging and problem analysis by examining logs and running unix commands
• Experience with open source products
• Knowledgeable in how Domain name Service (DNS) works
• Knowledge of virtualization and Amazon Web Service (AWS) / Softlayer
• Experience with configuration management systems (Ansible / Chef)
• Experience using Splunk and or ELK
• BS/MS or equivalent in computer science or electrical engineering
• Provide 2nd Level Support
• Monitor Service Request System (SRS) incident management queue
• Incident investigation and diagnosis (including resolution where possible)
• Adhere to Retalix Policies and Methodologies and those of the customer (if working on site)
• Use Best Practice
• In depth understanding of the Retalix IT systems, environment and development paths as well as those of our clients
• Understand the customer’s business
• Complete other related tasks as required by key stakeholders
• Understanding technical specifications
• Analysis of business requirements
• Testing: Developing test plans, Writing test scripts and System testing to ensure that delivered software is reliable and satisfies the business requirements
• Operational tickets
• Working on day to day operational events
• Deploying and improving processes around new regions
• Working tickets - route cause
• 2 years of experience
• Dev Ops Engineers
• The desire and ability to work in a fast paced, collaborative environment is essential. Experience in working with Linux/Unix environments
• Basic Ethernet and IP networking knowledge
• Has experience with Chef/Puppet
• Python, Ruby, Bash scripting
• Deal with Ambiguity
• Be part of the team that shapes the automation future in Networking
• Use existing tools and frameworks to resolve operational tickets
• Participate in an on call rotation with your team
• Setup up existing stacks for new regions and provide feedback to software engineers on the process to ensure it becomes hands free
• Improve our process by identifying issues and patterns and contributing to new standard operating procedures
• Be mentored by senior systems engineers, including involvement in the formulation of a structured training plan
• Participation in setting the architectural direction of the team through influencing the technical roadmap
• Experience in working with Linux/Unix environments
• The ideal candidate will have experience at depth in Linux internals, software engineering and have been exposed to networking
• Linux experience from provisioning to performance tuning, and a solid grasp on operating system fundamentals
• Bachelor's degree in computer science, computer engineering or related technical discipline or relevant experience
• Excellent written and verbal communication skill
• Excellent leadership skills and teamwork skills
• Manage small scale projects to implement new automated functionality
• Support new applications and systems, including working with business units, researching solutions, coordinating internal and external resources, creating documentation, and managing rollout
• Demonstrate an ability to maintain systems within a rigorous change control environment
• Work with business units to identify and resolve issues impacting business processes
• Provide 2nd or 3rd level technical assistance to end users as a component of managing escalated helpdesk requests
• Must have a strong understanding of IT Support as a business function (SLA’s, ITIL practices, etc.)
• Perform system administration on multiple applications
• Troubleshoot system outages and other issues impacting production
• Provide documentation around the preparation, deployment, procedures, and design of IT system environments
• Maintain solutions in conjunction with business unit owners and cross-functional project teams
• Provide system verification with regards to acceptable performance and accessibility of newly deployed IT solutions from remote locations
• Work with vendors to identify and resolve problems
• Work with partners to troubleshoot access issues or other problems
• Technical writing and verbal skills are required
• Candidate must be a strong team player recognizing personal improvement and awards are best achieved by making those around you successful
• Work schedule will include ‘out of normal’ work hours for IT support & monthly maintenance
• Experience supporting Enterprise-level and Scientific applications in a corporate environment
• Exposure to validated environments, change management, and ability to comply to such regulatory agency requirements
• Experience with Windows Server and desktop operating systems
• Project management or project team experience
• Experience supporting applications and systems used in a Laboratory setting is a plus
• Basic understanding of Identity Access Management and security
• Basic understanding of database platforms (SQL and Oracle) and n-tiered application architecture
• Basic understanding of VMware virtualization platform
• Basic understanding of IT systems development life-cycle (SDLC)
• Working knowledge of scripting languages (Shell, pearl, ruby, etc...) and regular expressions
• Some OO application development experience with Java or C++
• Experience with SQL scripts
• B.S. degree in Computer Science, MIS, CIS, or a related field
• Experience in building/supporting large scale distributed systems
• A strong understanding of web technologies
• A strong understanding of UNIX/Linux operating systems
• Solid networking knowledge
• Ability to communicate across technical and non-technical audiences
• Act as the final point of escalation and resolution for technical support
• Provide advanced technical support to developers, corporate customers and end users for complex products, including highly escalated issues
• Provide support via telephone, written correspondence, and electronic media
• May act as technical lead and provide technical training, coaching, and mentoring to other engineers. May provide limited consulting to internal or external customers
• May research technical documents and feature lists
• Highly motivated with a mature and positive attitude
• A passion for working with peers and customers to help resolve deep customer technical issues on Microsoft, Third Party, and Open Source technologies
• A drive and desire to learn and grow yourself and others through proactive knowledge sharing
• Strong and effective verbal/written communication and listening skills for collaboration and working with customers and peers
• Strong organization and prioritization skills, with the capacity for driving quality impacts for customers and/or stakeholders
• An overall passion for technology and for the business and customer value it drives and the desire to help others learn through proactive knowledge sharing activities
• Outstanding problem-solving, troubleshooting and application debugging capabilities
• Ability and willingness to quickly ramp up on multiple technology areas as needed
• Technical Expertise (Required in one or more of each area) in Cloud, Windows Desktop Development, Web Development, Game, or Phone
• Cloud Technologies: Visual Studio Team Services, Microsoft Azure, Amazon web services, iCloud
• Languages and Compilers: C/C++, C#, VB.NET, JAVA, HTML5
• Developer Tools such as Visual Studio, Unity, Eclipse, .NET Framework, DebugDiag
• Three or more years' experience in software development, consulting or support with a strong emphasis on Microsoft Client, Server and Development products and technologies
• Deep understanding of application lifecycle and agile development principals
• BS in Computer Science, or related degree, or 3-4 years of equivalent experience
• Provide desktop support for newsroom computer systems, software and hardware: in an on-air fast paced environment
• Install and troubleshoot Avaya IP phones and Polycom Video Conference systems
• Set up workstations and help with account management
• Resolve technical problems users may have with LAN, WLAN, and other systems
• Experience working in Creative Industries including Digital environments
• Understanding of and the ability to troubleshoot the Windows Operating System
• Experience working in primarily Mac OS X and other Apple products and software
• Knowledge of Ghost and JAMF software deployment tools
• Experience with VOIP and IPTV systems
• 3+ years of experience in support or development of distributed systems
• Sharp troubleshooting and analytical abilities, proven design skills, excellent communication skills
• Track record of troubleshooting, simplifying, operational excellence and a focus on automation
• Experience in one of the following languages, or something similar: Java, C#, C++, Perl, Python, PowerShell, BASH, Shell or SQL
• Bachelor's Degree in Computer Science, Math or related experience
• 5+ years of experience in support or development of distributed systems
• Experience with Unix or Linux environments
• 2+ years of scripting or programming experience from scratch
• Understanding of CS fundamentals including: data structures, algorithms
• Experience in technical support working with Java/J2EE or similar applications
• Deep understanding of operating systems (Linux, OS X, and/or Windows)
• Familiarity with databases and relevant languages (e.g., SQL)
• Strong foundation of basic network functions, standards, and protocols
• To represent Microsoft with corporate customers via telephone, written correspondence, or electronically service and assist them in resolving technical issues utilizing Microsoft products and technologies
• To demonstrate customer engagement skills, managing customer needs directly
• To demonstrate strong interpersonal and communication skills, while working with varying audiences from highly technical engineers, to developers and architects, as well as executive-level management
• To thrive in a fast-paced, dynamic environment
• To be flexible with your schedule as hours will be based on business needs
• To be able to multi-task and yet deliver results consistently
• To be a Self-starter with a strong bias for action
• To be able to articulate potentially complex technical problems in a simple way
• To provide constructive feedback and new ideas that will potentially add to team’s success
• To manage, at technical support level, the critical situations that may involve challenging technical issues, diverse audiences and potentially politically hot
• To constantly show strong customer service, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment
• To constantly be available for case assignment and initial response as per Microsoft support case management standards
• 3+ years of level3 support experience in Exchange Server (2010, 2013, 2016) in addition to other Microsoft products (Outlook, TMG, IIS) and networking operating systems (Windows 2008, Windows2012, Active Directory objects), DNS, email flow
• 1+ year of experience for collecting, reading and analyzing network traces and product logfiles
• 1+ year experience applying a logical and methodical approach for problem solving
• Experience supporting Exchange in O365 hybrid deployments
• Experience deploying and supporting system integrations to Microsoft products
• 1/3 of their day will be engaged with customers. 1/3 spent on customer issues while they are working. The rest of the time spent on learning new technologies. The team has resources available for these contractors to learn from
• 3 Linux and Hadoop experience – needs to have an understanding of these, no minimum requirements, but previous work experience needed
• Hadoop experience – not super specific on which version as this isn’t the primary focus skill on this role. Familiarization a plus. Will be adding this experience within training for the role
• Bachelor's degree or equivalent experience in CS or related technical field
• 2+ years experience in similar role
• Strong SQL skills
• Strong Unix / Linux shell scripting skills
• Excellent requirements gathering skills - working with business owners
• Experience with Linux operating systems
• Demonstrated proficiency in Linux, hand on and related debugging
• 2 years support engineering or system admin experience on Linux or Unix systems
• Demonstrated proficiency with scripting languages such as Bash, Python, C, C++, Java or Ruby
• Deep understanding of scalable computing systems
• If you are interested in scheduling a time to discuss the AI2 program in greater detail feel free to make an appointment with Renee Rushefski https://calendly.com/rrushefs/ai2discoverycall or e-mail her directly at [email protected] with any questions.**
• Research and resolve issues related to ad hoc data requests, event processing, on-boarding and custom jobs on Hadoop. This includes configuration and debugging map/reduce code for efficiency and desired output
• Communicate effectively and concisely; providing timely responses that meet service level expectations
• Develop a deep understanding of customers’ needs and act as an evangelist for recommending best practices
• Work closely with Product Development, Product Manager and Operations team to collaborate on Bugs and issues which require expertise in Hadoop technology stack
• Use JIRA ticketing system to log, monitor and work through the open cases during business hours
• Contribute to development work and automation to reduce friction and eliminate customer contact
• 24x7 support – potentially working at least 1 weekend day or alternate shift
• 2 years of Experience in a customer facing or customer support role
• Experience with R or S Plus Programming languages
• Experience with popular Hadoop distributions including Cloudera, Hortonworks and MapR
• BS degree in Computer science, statistics, mathematics, or a related field with 2 years of relevant analytics experience B.S. degree in C.S. or E.E. or equivalent preferred
• Continuous learning Mindset – we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things
• Diverse & Inclusive – we enable people who bring a contemporary view to shape our internal teams, and encourage new hires to feel included
• One Microsoft – we need to collaborate and learn to value the work of others, be willing to take their learnings and add them to our own to make a better outcome for our customers
• Making a difference – drive impact by looking for ways to continually improve your day to day responsibilities and the connections between your work and others
• Technical proficiency in and learning attitude toward SharePoint Server technologies (online and on premise)
• Customer service skills, team work, problem-solving skills, capacity to deal with difficult customers and ability to thrive in ambiguity
• Proven ability to work virtually
• Communication Skills – Spoken and written English and Spanish (including technical writing) *Trilingual candidates – fluency in Spanish, Brazilian Portuguese and English are highly desirable
• Lean in & Respectfully Challenge - passive participants need not apply. We need team members who are always asking why? and how can we make it better?
• 2+ years’ experience in system development, network operations, software support or I.T. consulting
• 2+ years industry experience with Microsoft products like: System Center Configuration Manager and MDM solutions like Intune or Airwatch or MobileIron
• 2+ years industry experience with Microsoft products Strong knowledge of Microsoft Windows operating systems both current and legacy
• 2+ years industry experience with Microsoft Server products (preferred) Strong knowledge of other operating systems (preferred)
• 2+ years of strong technical troubleshooting experience
• Working knowledge of System Center Configuration Manager highly desired
• Working knowledge of Intune, Airwatch, MobileIron, mobile device management, mobile application management
• Working knowledge of Cloud Identity (Azure Active Directory, ADFS)
• Strong knowledge of IOS, Android, Linux, UNIX or other operating systems such as Apple OS
• Exposure and experience working with customers on Microsoft Cloud products such as Azure and Office 365 MCSE - Windows Server
• Computer Science/Engineering or Electrical/Electronic Engineering
• 3+ Years of relevant IT/Support Experience
• Incident / problem management
• Escalation management
• You must be fluent in English (French is a plus)
• We would like someone to join our team who is a strong verbal and written communicator, analytical, a problem-solver and team player
• You must have a Degree in Information Technology or a related field
• We are looking for someone with at least 5 years of experience in IT support , preferably within telco industry and at least 2 years in an autonomous level
• Advanced technical knowledge in Microsoft cloud products
• Solid knowledge of Sharepoint and cloud architecture
• 1+ Experience with cloud BI products
• 3+ Customer support experience
• Root-cause complex problems covering a range of AWS services
• Work directly with customers
• Work alongside the engineering team to quickly provide customers with solutions
• Create tooling to help us and customers debug issues
• Develop best practices, documentation and sample templates to be used by some of our largest game developer customers
• Have fun working on ground breaking technology with people just as passionate about their work as you!
• 5+ years experience in technical support, system engineering or software engineering
• Passion for games
• Experience helping game developers ship and scale their multiplayer backend services
• Provide technical support for all Klarnas’ employees, onsite and remotely
• Receive, install and provision desktop/laptop computers and cell phones
• Maintain office equipment such as printers, projectors and TV:s
• Install, provision and package new software and operating system images
• Manage Klarnas’ Active Directory, file server, print server and other systems close to the clients
• Keep inventory of hardware and accessories
• Create, remove and manage user accounts for all Klarnas’ employees and consultants
• Manage cloud services such as Google Apps, Lucidchart and Smartsheet
• Continuously evaluate the department’s internal routines and procedures to scale with Klarnas’ expansion
• Document service into the provided CRM tool
• All documentation to be done in English language
• Power BI experience
• Manage incidents, requests and enhancements in the ticketing system utilizing problem solving skills to define corrective action and follow-through to resolution
• Respond to and log operational alerts and notifications received from the system
• Ensure that client systems are fully operational and any loss of service is restored in a timely and efficient manner
• Problem determination, workaround resolution, root cause analysis and major incident management as it relates to
• Provide advanced troubleshooting to analyze problems and develop solutions to meet customer needs
• Represent Microsoft professionally in customer and partner onsite visits, where travel may be required with little advance notice
• Create advanced online technical content including Knowledge Base articles, training documents, blogs, etc., as needed to help enhance our CSS Front of Funnel strategy and drive one-to-many customer and partner impact
• Maintain strong working knowledge of all related products, technologies and upcoming releases. Take proactive ownership in identifying and recommending product improvements in key product areas based on key data points
• Participate in planned team-wide shift rotations to cover business needs, including 24x7 “on-call” responsibilities and weekend work
• Experience with MySQL and\or PostgreSQL
• Knowledge of Service oriented architecture
• Experience with Windows and Linux
• Knowledge and experience with the Open Source ecosystem
• Experience in Microsoft Azure, cloud technologies, Azure SQL Database or Microsoft SQL Server is a plus
• Adaptability, flexibility and the ability to do the right thing under pressure and tight deadlines
• Great interpersonal and communication skills-both oral and written-and success in partnering with groups inside and outside of Microsoft
• Conviction and courage to drive decisions and defend positions as appropriate
• BA/BS degree
• 3-5 years in technical support and customer service desired
• You will provide production support to business users and ensure support SLAs are consistently met
• You will participate in software system testing and assist with validation procedures and documentation
• You will assist in discovery sessions and testing with key stakeholders to gather use cases for maintenance items and enhancements
• You will learn to help with maintenance related activities such as writing scripts and minor bug fixes
• 2+ Years of providing technical support on web-based systems
• 2+ Years of relational database experience
• You are detail-oriented, with excellent analytical, technical and problem solving skills
• 4-7 years relevant experience in Product/Application Support L2 level
• Effective communication & leadership skills
• Platforms- Windows 2000/3/8 servers, Linux
• Extensive experience working on technologies such as IIS, Apache, Jboss, Tomcat
• Knowledge of tools such as Jenkins, Puppet, Ansibel, DeployIT, Chef would be an added advantage
• Working knowledge of web services and experience in supporting such type of high availability products
• Good understanding of Virtualization, Cloud Computing
• Experience with Amazon Web Services and Microsoft Azure
• Experience with monitoring tools such as Keynote, SCOM, Solarwinds, AppDynamics, Splunk, Opnet, SumoLogic
• Knowledge of writing scripts, any scripting language would be preferred
• Be available to take ownership of new cases and escalations via telephone and Web and provide support to Enterprise customers and partners
• Consult and collaborate with your immediate peers or colleagues around the world
• Collaborate with management and engineering to resolve service issues
• Prioritize your work to accomplish the most important and urgent requests first
• Technical proficiency in and learning attitude toward Microsoft technologies
• Windows 2008 R2 File Server and Windows 7 Clients
• Windows 2012 Server and Windows 8/8.1/10 Clients
• Degree in Computer Science, or equivalent in work experience. 3 to 5 years of prior product/customer support experience
• Language Skills - Proficiency in the English language, written and spoken
• Outstanding customer service skills and a customer obsessed attitude
• Acquisition of new PC/laptop hardware
• Intel and Macintosh-based installation, configuration, and maintenance
• All other hardware/software installation, configuration, and maintenance
• End user moves
• System upgrades and troubleshooting
• Printer and print server setup and support
• Phone/pager support
• Light PBX/phone system support
• High school or equivalent
• 2+ years of College or Trade School
• 3+ years experience supporting PC users in a Microsoft environment
• Excellent proficiency with Microsoft Operating Systems
• Proficiency in supporting Macintosh (G4/G4/Powerbook), Windows 2000, 2003, XP,
• MS Office, Project, Visio, Antivirus software and Backup software
• A+ or equivalent HP/Compaq/IBM certification
• Excellent verbal and written communications skills, including the ability to work with employees at all levels, including executive management
• AD Experience
• Familiarity with network devices and architecture
• Understanding of user access, authentication, and authorization
• Windows Server OS installation and deployment
• Windows Remote Desktop
• Desire to learn the security methodology as it applies to Identity and Access Management (IAM)
• Working with project managers to organize client and internal kick-off meetings
• Taking detailed notes during meetings and identifying analyzing and mitigating project risks
• Deployment and Maintenance of CyberArk Modules that include
• Strong LDAP experience (understanding and configuration)
• AD Experience (understanding and configuration)
• Understanding use, configuration and best practices of user access, authentication, and authorization
• Understanding how to use remote access systems such as Windows Remote Desktop
• Understanding command line, and configuration of Unix/Linux operating systems
• Familiarity with diagnostic tools and analyzing data, log interpretation, and packet analysis
• Comfortable presenting to upper management and C-level clients
• Strong situation and escalation management skills
• Desire to learn and understand any compliances necessary (Ex: HIPAA, PIA, PTA) – Currently understanding or knowing these is considered a plus
• Pre-existing US Govt. security clearance is a plus
• Work on operations and maintenance-driven coding projects
• Build systems to audit and measure reliability of services
• Bachelor's degree in a hard science or Information Systems
• Solid understanding of the UNIX/Linux operating system
• Demonstrated software development/technical operations experience
• Experience in a Unix/Linux platform
• A high degree of organization and very detail-oriented
• Ability to retain composure under stressful conditions, communicate effectively with wide array of individuals at Qualtrics, and get the right things done
• Engage with other Engineering teams (Infrastructure, Development, DevOps, Performance/Quality, and Marketing) to review and refine architecture, standards and processes to increase efficiencies within the SaaS Operations support function
• Organize and conduct new releases of applications into various system environments in accordance with Quality Assurance policies and procedures
• Respond to incidents and inquiries; including investigation, escalation, Root Cause Analysis and remediation
• Adhere to change management processes and procedures inclusive of creating and modifying technical documentation
• Review treatment programs and processes within the territory accounts ensuring effective applications through routine testing and monitoring resulting in customer satisfaction and business retention
• Maintain and build business relationships
• Conduct the necessary site and LMS/class room training programs to understand the overall operations of the territory accounts and new customer sites
• Develop and implement sales plans on new opportunities with the direction of the Manager Sales I/II including documenting ROI after the closure of the program. Establish, maintain and prioritize an accurate and current sales funnel in SFDC
• Manage profitability of the account (pump settings, pricing, accounts receivable)
• Review territory applications and processes/procedures for safety improvements
• Successful completion of an internship/Co-Op related to engineering or life science
• Bachelor’s degree related to Pulp & Paper Science, Engineering, or Life Science
• 1+ years of experience working in a pulp/paper mill or for a supplier to the paper industry
• 1+ years of successful technical sales or field sales support experience
• Solid mechanical and electrical aptitude and skills
• Manufacturing, lab testing, maintenance and/or electrical experience preferred
• Proficiency in MS Office programs (Word, Excel)
• Independent worker
• Good communication skills both written and oral
• Focus on safety
• Bachelor's / Associate's Degree in Engineer or Life Sciences
• 1+ years of successful technical sales / support experience OR successful completion of an internship/Co-Op related to engineering or life science
• Must be able to obtain Transportation Worker Identification Credential (TWIC) from TSA
• 5+ years of successful technical sales / support experience
• Refining and Specialty chemical industry experience
• Maintain and build business/customer relationships
• Conduct the necessary site and LMS/class room training programs to understand the overall operations of the territory plants and new customer sites
• Sell new business and new applications in your territory. Develop and implement sales plans on new opportunities with the direction of the Area Manager including documenting ROI after the closure of the program. Establish, maintain and prioritize an accurate and current sales funnel in SFDC
• New university graduate with a background in Chemical Engineering OR up to 3-5 years’ experience in the pulp and paper industry
• Proven sales track record
• Bachelor’s degree in Engineering or Life Sciences
• 3+ years of successful technical sales or field sales support experience
• Specialty chemical industry experience
• 3+ years of experience working in a paper mill for either a supplier or in mill operations
• Bachelor’s degree in Engineering, Paper Science, or Life Science
• Water treatment or specialty chemical industry experience
• Working knowledge of boilers and cooling towers
• Working knowledge of paper machine operations, wet end chemistry, or pulp mill operations
• 2 years of Windows Operating System and Windows TCP/IP Networking
• General knowledge of Windows Media technologies (Player/Encoder/Server/SDK)
• Working knowledge of common Windows troubleshooting tools and methodology
• Understanding of internet web development using HTML and scripting
• Knowledge of C++, COM, and Windows programming
• Understanding of secure networking, including client and server permissions & tools
• Media authoring and programming with the Windows Media technologies
• Knowledge of streaming media protocols (TCP, UDP, HTTP, RTSP and MMS)
• Understanding of compression technologies and concepts
• 2+ years’ experience with TCP/IP networks
• TCP and SMB: should have a strong ability to read and analyze network captures
• Through understanding of implementations and troubleshooting of: DNS, DHCP
• Identity Synchronization Technologies (Dirsync, AAD Connect, FIM…etc)
• Active Directory Federation Services (ADFS) – or similar 3rd party experience (Shibboleth, CA --SiteMinder, Okta, PING etc)
• Office 365 Identity Management
• Cloud Domain Management
• Cloud User Management and configuration
• Able to establish and maintain relationships
• Brilliant planning and time management skills
• Technical understanding of Windows architecture
• 3+ years of experience in the job offered or related occupations of Systems Analyst, Business Operations Engineer, Business Operations Program Manager, or related
• Bachelor's degree in Computer Science, Computer or Electrical Engineering, Mathematics, Business or Finance or a related field
• Ability to learn new software quickly
• Impeccable customer service focus with a demonstrated desire to exceed expectations – a team player with a solid work ethic
• 2+ years of Object oriented development experience in C# and/or Java, Perl, Ruby and/or JavaScript
• 2 + years experience with SQL/PLSQL, relational data management
• Perform initial troubleshooting and escalate internally and externally as required
• Provide training to new BSOC - Engineers as required
• Ensure communication to BSOC Manager regarding incidents that impact the Partner
• Solid problem solving abilities
• Possess a positive attitude with strong work ethic, integrity and honesty
• Ability to effectively and calmly operate within a complex and changing environment
• Well organized and has the ability to properly manage individual workload
• Should possess a strong work ethic and a desire for a variety of challenges
• Collaborates and works closely with other IT groups and business units to promote effective working relationships and support efforts to maintain data integrity
• May assist Product Engineering and IT Operations staff with routine and basic support issues that relate to software applications and utilities
• Clients and Participants Come First: Exceeding client and participant expectations is our highest priority
• Integrity: We are open, honest, ethical and conscientious
• Passion: A will to win and a relentless drive for excellence
• Accountability: Deliver on commitments and take ownership for solving problems and creating solutions
• Leadership and Influence: Our actions inspire vision and clarity of purpose
• Continuous Improvement and Innovation: We embrace change and drive new ideas into business solutions
• Dignity and Respect: We value the diversity of our people, encourage their development and reward their performance
• Creating Value for Shareholders: Deliver consistent growth and premium returns
• Site Reliability Operations: Deploy, maintain, execute and support procedures for high site reliability operations. Utilize appropriate technologies to facilitate operations monitoring. Administer operations applications such as backups, system monitoring, and logging. Initiate action to ensure problems are addressed promptly and appropriately
• Networks & VOIP: Deploy and maintain site network infrastructure to ensure performance and reliability for local LANs, Internet/WAN connectivity
• Research and innovation: Excited in identifying business cases within the company. Produce innovative ideas and use of available/emerging technologies to address business problems with maximum ROI
• Information Security: Work closely and effectively with Information Security team to provide secure network access and vulnerability/patch management
• Policy and compliance: Develop, execute and maintain standard operational procedures (SOPs). Auditing IT operational environment to comply with approved SOPs
• Service Desk & Applications L2 support (when necessary): Work closely and effectively with Service Desk team members to provide end-user PC, Mac and Linux support. Work closely and effectively with Application Development teams to provide support for cloud and on-premise applications
• 1-2 years’ experience with Windows desktop (7, 8, 8.1 or 10) and Windows Server (2008 R2, 2012, 2016)
• Experience supporting enterprise Windows environments
• Experience deploying Windows client and/or server operating systems a plus
• Experience with mobile device management a plus
• Strong customer service, communication, problem-solving and interpersonal skills
• A degree in Computer Science or at least 4 years relevant experience in a online technical operations environment
• Knowledge of Linux and networking fundamentals
• Experience with troubleshooting and documenting findings
• Knowledge of best current practice frameworks (ITIL, COBIT), particularly incident, problem and change management
• Working knowledge of a compiled language
• Excellent communication skills - written and verbal
• BS/MS in Computer Science/Engineering or related discipline/experience
• 3-5 years of relevant work experience managing external customers and successfully working with internal teams to facialitate new project features
• 3-5 years of experience working with web technologies, such as HTML, XML, HTTP/HTTPS and JavaScript
• 3-5 years programming with PHP, Java/JSP or .NET/C++/ASP Classic
• Familiarity with cloud and web services technologies (esp. JSON, REST, XML, MQTT, pub/sub, etc.)
• Experience programming applications backed by AWS services
• Experience in one or more specific IoT / M2M industry (i.e. home automation, business automation, health, asset tracking, smart utilities, etc.)
• Over the Air (OTA) implementation for firmware upgrades
• Driver or Kernel development
• The Escalation Manager (EM) is directly engaged with customers approximately 90%, with an additional 10% for administrative responsibilities
• The Escalation Manager understands the customer’s solution and the complex technical issues related to a critical customer situation, and he/she is responsible to create and implement the de-escalation strategy to return the customer’s business or project to a normal mode of operation
• The Escalation Manager is the SAP representative for an escalated customer and the position ultimately communicates status and reports to the SAP Board/SAP executive leadership as well as all relevant parties
• The Escalation Manager may be assigned other responsibilities as delegated by AGS Management
• High level of English and a working level of Spanish and
• SAP Solutions- high level knowledge of solutions and business scenarios
• Technology - ability to understand complex technical landscape at a high level
• Superior communication skills - ability to effectively communicate at all levels of SAP, Customer and Partner organizations
• Leadership - proven onsite team lead experience
• Project Management - staffing, cost approval and monitoring
• Project Management – Certification (such as PMI) a plus
• Provide extended and 24 hour coverage if required
• Report errors to development organizations
• With increasing experience, supervision of Mentor or Coach decreases while customer interaction increases. Consequently other responsibilities increase e.g. for the content of Knowledge Base Articles and WIKI content, providing 24x7 support etc
• Create internal/external content for Successfactor’s knowledge base
• Develop strong working relationships with cross-functional teams within Successfactors/SAP
• 3-5 Years working with a web-based software solution (Successfactors Solutions preferred)
• 2+ years' experience in system development or network operations or troubleshooting experience or software support or I.T. consulting
• Exceptional Problem-Solving and Communication Skills - Spoken and written English (including technical writing
• Understanding of TCP/IP and other networking services: DNS, WINS, DHCP, Routing
• 2+ years industry experience with Microsoft® products like: Windows Server, Microsoft client products
• 2+ year’s industry experience with Microsoft Server products (preferred), Knowledge of other operating systems like Linux/AIX/Solaris
• 2+ year’s industry experience with Microsoft System Center products
• 2+ year’s industry experience with Microsoft System Center Operations Manager with Strong knowledge in this area
• VMWare/Hyper-V experience is a plus
• Exposure to any of these technologies will be helpful but it’s not must – IIS/ WebSphere / WebLogic /Tomcat /MySQL/MSSQL/Oracle SQL/ DB2 / Apache/ JBoss /Resin
• Intermediate understanding of Web Services technologies, specifically REST and ODATA
• Intermediate understanding of PowerShell with advanced knowledge of PowerShell scripting, modules, workflows and desired state configuration desired
• Previous experience as an IT Administrator would be an asset
• Generalist knowledge of a broad range of information technologies would be an asset
• Experience and/or certification in Microsoft Azure would be an asset
• Demonstrates an ability to triage issues with Web Applications developed in J2EE, using Java, Struts, Spring, ReSTful services, Hibernate, Java 5 annotations, and JavaScript AJAX and JQuery
• Demonstrates ability to understand complex database models and recent experience with Microsoft’s SQL Server database and have experience writing/debugging and understanding complex queries and stored procedures
• Understands common web applications frameworks, and technology, and familiar using Object Oriented languages and methodologies, and common design patterns
• Self-driven and able to perform job duties with little supervision. Project Management/Business/People Skills
• Capable of interacting with the project team members, technical resources, functional experts, business systems analysts, and support team members
• Learn the Online Product Approval application and UI so issues can be reproduced
• Test fixes in Development and QA environment before promoting fix to production
• Scheduling database fixes with change requests to DBA team
• Responsible for effectively managing own time according to agreed-to priorities
• Able to escalate high-priority issues when necessary
• Ability to determine when issues are data-related, code related, and suggest the proper fix script or code change. Ability to provide root-cause for all issues
• 7 or more years of Core Java development experience
• 5+ years of JEE programming experience using Spring 3.x or Struts 1.x
• Solid database skills using MS SQL Server/Oracle
• Must be able to understand & support new/existing stored procedures/functions and schemas for enterprise-level applications
• Solid understanding of data structures and the ability to develop complex SQL queries, and understand/analyze current system data relationships
• Experience using NOSQL (mongo) databases
• Some understanding of using front-end technologies including HTML5, CSS3, Ajax, jQuery, and other JavaScript frameworks/libraries
• Experience with ORM solutions like Hibernate
• Bachelors degree in Computer Science, or similar degree
• 8+ years in java web development with at least 3 years of experience providing support for large scale and complex systems Experience in doing development work on large scale enterprise systems
• Comfortable using Windows
• Experience with multi-tiered architectures, including UI design, business rules layer, and data architecture
• Experience with workflow-type systems is a plus
• Proven track record on his/her business acumen
• Candidate must have solid experience with Linux OS
• Candidate must have solid experience troubleshooting code builds, troubleshooting SW deployments, troubleshooting SW testing failures
• Other desired technical skills include Scripting, Python, Ruby, SQL, and familiarity with object-oriented programming
• Two or more years of experience in systems development or network operations or software support or I.T. consulting
• SQL Database concepts and some familiarity with SQL Profiler
• Windows Server Operating System knowledge which includes understanding of NTFS/Share Permissions, File Sharing, Performance Monitoring, Event logging, Task Manager, Windows Firewall, User and Group Management
• Understanding of WMI and familiarity with WQL queries
• Active Directory concepts such as Kerberos, LDAP, Sites and Security Groups
• Strong knowledge of any Microsoft® System Center Products, with an emphasis on the following Configuration Manager concepts
• General knowledge in sites, site roles, site component configuration: including Primary and Secondary sites, Distribution Points, Pull Distribution Points, discovery, boundaries, Application Catalog, and client policy
• Experience with various client features like discovery, installation, inventory and software metering
• Familiar with status messages and various server and client side logs used for troubleshooting
• Understanding of site backup and recovery
• Troubleshoot, diagnose and resolve escalated client issues
• Manage the investigation, reproduction, logging, monitoring and client-facing communication of bug reports from discovery through resolution
• Provide internal and external guidance for custom API and other integrations
• Perform root-cause analysis of issues
• Collaborate with engineering resources to resolve application defects
• Manage customer expectations and maintain high customer satisfaction
• Develop and maintain subject matter expertise in Bronto product functionality, API and e-commerce integrations
• BS in Computer Science (or relevant experience) and at least 1 to 2 years of knowledge/experience
• Excellent analytical and troubleshooting skills specific to software related issues
• Familiarity with e-commerce environments, NetSuite (ERP/SCA), Magento, Demandware, a major plus
• Familiarity with API (SOAP and REST) and/or JSON troubleshooting
• Strong team player and communicator -verbal and written - with good diagnostic and troubleshooting skills
• Experience engaging directly with clients to solve problems
• Ability to multitask in a fast paced environment and maintain attention to detail
• Ability to diagnose, break down and explain complex issues to stakeholders of various technical skill levels
• Basic programming/scripting skills
• Looking after the support request queue
• As stated above 1st level validation of issues reported in support request queue and act appropriately - by either advising the user on how to deal with the issue, forward the issue to the on-site team if too complicated or preparing the issue for development by documenting the issue and the necessary recreation steps
• Handle standard support request, i.e. extracts of data, restart of services, order user to be created in external systems, re-run of reports etc, with a very high level of attention to details and in accordance with to the defined procedures
• Run and act on daily start and end of day sanity checks
• Keeping an eye on our system health monitoring and act if appropriate
• Together with the rest of the support team be able to cover (in a duty roster) in business hours support between 7:00-18:30 and on-call support of EOD runs between 19:00-07:00
• Occasionally support new software deployments and business activities during weekends
• Experience with L2 banking/trading applications and user support
• Readiness for on-call duties, evening and mornings shifts
• Basic knowledge of change and deployment management
• Fluent English and excellent communication skills
• Ability to interact directly with traders
• Very good SQL skills is a must
• Hands-on experience with an ITSM system (e.g. Remedy, ServiceNow)
• Hands-on experience with monitoring tools likes AppDynamic, Zabbix, Geneos, Nagios or any similar monitoring tools will be an advantage
• Hands-on experience with JIRA for handling support and or development tickets will be an advantage
• Knowledge of any trading system would be an advantage
• Good general understanding of IT
• Understanding and experience in practical application of ITIL principles
• Knowledge on agile methods will be an advantage (Scrum, Kanban)
• Interest in the finance industry. Financial knowledge is not a prerequisite, but motivation to learn about derivatives and the IT systems to dealcapture them, handle their lifecycle and risk is. Obviously hands-on knowledge will be an advantage
• Excellent interpersonal skills, a fast learner and great team player
• Good analytical skills. When bugs are reported there will be a need to do a first level assessment of the issue and thereby make it ready for the development team, e.g
• Is it a bug or is a misused/lack of understanding of the system
• Recreation of the issue on a test system
• Detailed description of the steps required to recreate the issue
• Customer Obsession – we exist for and because of the customer. We need people who share that passion and drive to make our customer’s experiences easy, insightful and trusted
• Degree in Computer Science, or equivalent in work experience
• 2+years of prior product/customer support experience
• 1+ years of commercial experience in technical software support or software development
• Demonstrable experience in .NET 4.0, C#
• Experience in using remote desktop technologies to diagnose reported issues
• 2 year plus of Development of systems management and administration automation in Perl, Python, Ruby or Java
• U.S. Citizenship required due to Top Secret Clearance
• Systems Administration or Development in Linux/Unix environment
• Practical experience across the networking stack from load balancers down to TCP/IP
• Experience with version control like Git or Mercurial
• Investigating and troubleshooting issues that are reported by the Product Documentation Teams (400+ technical writers)
• Triaging Trouble tickets
• Interacting and working with teams external to Doceng and to the main Product Documentation organization
• Investigating and troubleshooting trouble tickets (JIRA issues) and Community Support Forum issues that are reported by the Product Documentation Teams (400+ technical writers)
• Working on assigned Trouble tickets to Support Engineers
• Interacting and working with Doceng Development, Sustaining and Quality Assurance teams and Information Architects to resolve issues
• Trouble Ticket Resolution
• Defect Troubleshooting
• Support Process
• HTML, XHTML, XML, XSLT, CSS
• Content Management Systems (SDL)
• DITA / DITA Open Toolkit
• XML editor tools (Arbortext, oXygen)
• Database / SQL (Oracle, MySQL)
• Manages trouble tickets through resolution or escalation using existing documentation, procedures, and tools
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
• Provides prompt detailed data and communications within tickets and contribute to support documentation as both an author and reviewer
• Generates acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
• Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
• B.E/B.Tech in Computer Science or a related field
• 0-1 year working experience in a Service support/DevOps related field
• Must have an understanding of building large-scale systems and application architectures
• Experience in building dashboards and aggregating metrics
• A drive to dig into the details of a system or process to solve customer problems
• Strong working knowledge of Linux operating systems
• Excitement to learn new technologies and help customers succeed
• Proven success in a fast paced support environment
• Grow into a Subject Matter Expert in market-leading technologies
• Advocate for Customer Success throughout the organization
• Train customers to succeed on the FreeWheel platform
• A Computer Science, Engineering, or related Bachelor's Degree or equivalent experience
• Generally requires 2-5 years related professional experience
• 'Be like water, my friend' and adapt to rapidly changing circumstances
• A creative thinker who thrives on solving complex problems, delivering elegant product solutions, and balancing evolving priorities
• Excited about facing new challenges, comfortable contributing to the direction of the team, and seeking guidance from management and peers
• Intrigued by Premium Video and the opportunity to make a deep impact on the future of Television
• Bachelor’s degree in Information Technology, Computer Sciences, Engineering, or equivalent qualifications
• 5+ years of experience in a technical position
• Coding ability in at least one language (Java/Tomcat preferred)
• Scripting experience (Ruby, Python, Bash, Powershell)
• Systems engineering (Linux and/or Windows Servers)
• Systems administration (Linux and/or Windows Servers)
• Understanding of the software deployment lifecycle from design, build, test, deploy
• Familiarity with one or more version control systems
• Experience building or managing applications from the Application layer down
• Networking (DNS, TCP/IP, HTTP, SSL)
• Support / Troubleshooting experience
• Customer service experience / strong customer focus
• Strong multitasking skills
• Demonstrated Ability to build and maintain strong working relationships with peers, managers and partner teams
• Strong Java Skills
• DevOps background
• Exposure to Cloud computing
• Exposure to security concepts / best practices
• BS in Computer Science, Engineering or a related technical field, or relevant technical experience
• Experience in Python and/or shell scripts
• Ability to write intermediate level database queries in SQL
• Experience in Programming / scripting (Java, Perl, Ruby, C#, and/or PHP)
• Experience and knowledge of video codec formats, encoding tools
• Experience in communicating with users, other technical teams
• Bachelors degree or equivalent experience in Information Technology or related IT field
• Must be highly self motivated and directed
• Must have extensive knowledge in Microsoft Windows and Linux Operating Systems
• Familiarity with TCP/IP protocol required
• Hands-on hardware and software troubleshooting experience required
• Scripting skills (e.g., Perl, Ruby, Python, Shell scripting)
• 1-3 years of Security Analyst, Security Operations, Network Operations Center (NOC) or production service support experience
• Knowledge of the Linux operating system and good understanding of networking concepts (to CCNA level or equivalent)
• Experience in vulnerability management, vulnerability analysis, and risk analysis
• Participation and commitment in meeting or exceeding customer experience goals
• Address inbound Technical Support calls to manage and resolve the customer issues
• Own and address incoming internal emails or support ticket requests through resolution
• Receive and address technical, non-technical and service related other inquiries
• Utilize other customized CCTG tools and processes to help identify the root cause of technical problems
• Research and resolve customer inquiries for the various products and services CCTG offers, including customer follow-up, working with various engineering teams, PM/EM, etc
• Experience in representing a world class “brand” in a service environment along with responsibility and implications with it
• Minimum of 3 years of experience in a call center supporting a network-based service or application, web-based/Internet experience, and SaaS environment are required. “Real time” service support environment is highly desired
• Intimate knowledge of Office versions and Windows 2000/XP/Vista/7/10 -- must be able to install, configure, and maintain each of these OS's
• Strong working knowledge of Mac OS, mobility iOS /Android platforms, UNIX/Linux commands, with previous support experience highly desirable
• Strong understanding of the use and configuration of Internet browsers, specifically IE, Fire Fox, and Chrome
• Strong LAN/WAN diagnostic, proxy servers troubleshooting experience
• Understanding of the Internet and related concepts
• Understanding of various audio products; VOIP, IP phones, teleconference and protocols within are highly desired
• Possess a balanced hybrid skill-set which consistently delivers superior support for both technical and non-technical issues
• Ability to work in a multi-tasking environment
• Possess superior customer-focused skills that allow communication and behavior adjustment to address the concerns of the caller
• Creative thinker with excellent written and verbal English communication skills
• CCNA certification is a plus
• Ability to write code or scripting (any one of Shell, Ruby, Perl, Python etc.)
• Strong debugging/problem solving/troubleshooting skills
• Familiarity with programming languages Java or C++ or C and reading code
• Ability to write/read complex SQL queries and No SQL is added advantage
• Strong understanding of support processes - tickets, monitoring, processes and metrics
• Knowledge on distributed applications/enterprise applications
• Knowledge on Hadoop or Distributed Computing is plus
• Knowledge on Cloud technology is plus
• Hardware setup and configuration, stack set up and integration test on it
• Automating the work and getting it down to zero effort
• Bug fixes and tier 1 support team and complete deployment
• Coding/scripting is needed (preferably an object oriented language like Java, Python, Ruby, Perl, etc.)
• Experience with Unix / Linux
• Candidate is expected to analyze, prepare, implement, develop test cases, coordinate, and manage the test procedure, and verify, the test procedure, verify the configuration and integration of the cloud
• Responsible for analyzing, designing, and developing commercially viable end-to-end technical cloud management solutions (e.g.: Virtual Infrastructure Management, Virtual Data Center Management, Virtual Application Management) for the customers
• Works to ensure that deployment infrastructure matches reference architecture and ensures that test systems are representative of production
• Assists in hardware sizing and recommendation, capacity planning, diagnostics analysis, and server placement
• Participate in knowledge transfer, documentation and information sharing while staying abreast of on new technology/technical areas
• Customer Issue handling – primarily highly complex and integrated cloud solutions. The candidate needs an understanding end to end solutions
• Candidate will update and upgrade customer operational environments
• Analyze customer technology, define business requirements, and participate in risk analysis
• Find new business opportunities based on expanding existing customer solutions as well as creating new ones
• Scope, design, define and plan for Infrastructure Architecture and system deployment and/or upgrade as well as integration into complex carrier grade systems
• When acting as a Support Engineer the Candidate may be required to remotely work on critical failures whenever they occur
• Establish a solid relationship with the customer aimed at increasing credibility as the primary partner
• Self- starter motivated to learn new technology and solutions
• Accountable to customer and meets objectives and timelines
• Administrative, documentation and organizational skills
• Comfortable presenting customer as part of a sales engagement in a technical lead role
• Data Center Experience
• Networking Background
• SAN/NAS Technology
• Understanding of various Cloud models (Public cloud, Private Cloud, Telecom Cloud) in at least one aspect of the Cloud or a general but “clear” understanding of the Cloud principles
• Containerization, Dockers, Platform Orchestration
• OpenStack or AWS or VMware
• Knowledge of BASH/PYTHON
• Bachelors Degree in Engineering or Similar
• Additionally, OpenStack and VMware experience are also good pre-requisites
• MUST have business level Japanese fluency
• Hands on experience in charging system or similar BSS area
• Troubleshooting complex 2nd and 3rd level system problems reported by SAP partners via the web-based messaging system, and providing the best available solution or workaround within the agreed service levels
• Liaising with Development Teams to identify bugs and missing product functionality
• Documenting solutions to known issues and consulting questions
• Moderating Product Discussion Forums
• Participating in internal projects that drive Support Automation and Partner Enablement
• Work Hours: shift schedule for business needs from 9:00 – 21:00 Eastern Standard Time
• Degree in Computer Science or IT (preferred) or equivalent work experience
• Good understanding of the business process at small or medium business including
• End-user knowledge of multi-channel sales and marketing
• SAP Business One SDK Certified an asset
• Programming background (VB / JAVA / .Net / C# / Java Script) / MS Visual Studio
• Monitoring tools e.g. Zabbix (good to have)
• SQL programming / HTML advanced / CSS / LESS / TWIG
• X-technologies (XML, XSL, XPATH) / Web services / API
• Web-technologies (HTTP, Web service call)
• Interface-technologies (flat file, mail, ftp, http, SAP ERP) is a plus
• Database Management System Administration (SQL Server) and query language
• Knowledge and experience in virtualization technologies particularly VMware and/or Citrix
• Experience with Windows Server OS platforms and tools like Performance or resource monitor
• Knowledge of database concepts such as SQL locks, deadlocks, indexing etc
• Experience with troubleshooting database performance issues using tools such as profiler, DMVs
• Troubleshooting experience of technical issues to diagnose issues and differentiate between product and non-product issues – identify OS issues
• Aptitude and/or experience to deal with challenging support cases
• Strong customer focus & interpersonal skills
• Fluency in English / Excellent communication skills
• Ability to work as part of a multi-cultural team
• Minimum 2 years Product Support experience in a Multinational Company (preferred)
• Work Hours: shift schedule for business needs from 9:00 – 22:00 Eastern Standard Time
• End-user knowledge of an ERP software solution
• System Administration (Windows platforms, Citrix, WTS), Security and Networking
• Experience with Windows Server & Linux OS platforms and tools
• Cloud computing and networking knowledge and experience
• Excellent communication skills (written and oral in all required languages)
• Good working knowledge of Microsoft SQL Databases (T-SQL, Indexes, Stored Procedures, etc.)
• A good understanding of IIS, troubleshooting website issues/HTTP responses
• Ability to troubleshoot networking issues, database or scripting issues using tools like Message Analyzer, SQL Profiler and browser debugger etc
• Experience in troubleshooting .NET based web applications, troubleshooting and tuning application performance issues
• Programming skills are useful but not required- preferably ability to read and understand code written in C++, C#, J-Script and other Microsoft .Net technology
• Preferred skills: Solution/customization knowledge in both CRM Online and CRM On-Premises (back to 2011 for legacy implementations)
• Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment
• Conduct data collection projects including setup and verification of all system components, trouble-shooting during live sessions, ensuring data integrity and upload, and documenting best practices
• Apply knowledge of wireless and networking technologies, mobile devices and quality assurance practices to ensure that connected devices meet all target requirements and produce a superior customer experience
• Examine processes and available tool sets to ensure the most accurate results in the lab and in the field. Strive to automate process and work closely with Program Managers to identify process automation
• Ability to work effectively across a range of customers and team members to deliver on-time
• Perform quick but thorough data analysis in order to drive the highest quality through all phases of data collection
• A high level of professionalism, integrity, and discretion in handling confidential information, as well as the ability to work well with people at all levels inside and outside the company, is essential
• Excellent communication, interpersonal, and analytical skills
• Willingness to support several projects at one time, and to accept reprioritization as necessary and to deliver high-quality work on schedule
• Bachelor’s degree in computer science, electrical engineering, telecommunications or a similar field
• Experience with speech and language data collection and processing
• Excellent ability and methodology to troubleshoot and identify the root cause of issues
• Experience with Unix/Linux and shell scripting, perl, python or Java
• Knowledge of the mobile networks, audio signal quality measures, and core data analysis skills
• End-to-end, hands-on experience with all aspects of data collections
• Experience troubleshooting network systems
• Passion for building scalable, global, complex systems to solve problems with proven ability to deliver high quality software
• Solid understanding of Object-Oriented design and concepts
• Expert knowledge of Java, C/C++ (atleast one) is a must
• Self-directed and capable of working effectively in a highly innovative and fast-paced environment
• BS or MS in Computer Science or in a relevant Engineering discipline
• Great understanding of database theory and solid experience in at least one relational DBMS
• Demonstrated proficiency with Perl, AJAX, Javascript, CSS is a plus
• Respond to incidents logged by the customer
• Management of problems to resolution for any network and equipment failures covering software, hardware and infrastructure problems as defined by the service level agreement. This may include both RM and 3rd party PCs and peripherals
• Carry out hardware fault diagnosis, including the repair of IT systems, down to modular level and occasionally component level
• Ensure that all systems used to carry out work activities are updated on a real time basis including the completion of detailed and accurate call notes. Following the communication and escalation steps as outlined in process documentation
• Know and understand the IT Service Delivery targets for the contract and be proactive in ensuring that these are achieved
• Work in an advisory capacity alongside the FSC and Ops Team Leader in providing technical solutions to the customer’s requirements and setting customer expectations
• 1st /2nd line IT support & implementation experience including MS Server 2008/2012/XP/7/8, AD, Group policies, DNS, DHCP, network infrastructure, VMware, Citrix, Apple, CC4, switches etc, ideally within a customer-focused environment
• Strong problem solving abilities. Excellent communication, customer handling and inter-personal skills
• Strong planning, organising and prioritising abilities. Target focused. Flexible to cope with change, be proactive and adapt quickly to a developing type of service delivery
• Prior school ICT support experience may be useful, but isn’t critical
• Flexible to visit other schools across London as and when required
• Present technical content to various audiences including customers, partners, and internal stakeholders. Qualifications (Not all skills are required; some are good to have)
• Exposure and experience working with customers on Microsoft Cloud products such as Azure, Office 365, or Microsoft CRM is preferred but not required. ? Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment
• Degree in Management Information Systems, Computer Science, Computer Information Systems, and Computer Engineering (preferred)
• Work on the 1st line support servicing multiple platforms for DES
• Work on Shifts including Weekends, work on Incidents and proactive monitoring
• Excellent written and Verbal Communications, strong PL/SQL, Perl Scripting

Related Job Titles

Application Support Engineer Resume Sample

Home » Engineering Resume Examples » Application Support Engineer Resume Sample

Are you a  Application Support Engineer  by profession and looking for a career change? We have good news for you! use our job-winning professional  Application Support Engineer  Resume template. You don’t have to start writing from scratch. Just click “Edit CV” and modify it with your details. Update the template fonts and colors to have the best chance of landing your dream job. Find more  Resume Templates.

Eugene Smith

Application support engineer.

Self-motivated and experienced master’s graduate from RMIT University with a demonstrated history of providing comprehensive application support to end-users in industry. With broad technical expertise in assisting clients with identifying and troubleshooting technical issues, problem-solving, handling a high number of tickets and provided technical guidance to optimize workflows, I am seeking a rewarding full-time opportunity as an Applications Support Engineer. In my foreseeable future, I wish to anchor a fundamental role in spearheading projects for a leading ICT organisation.

• MS SQL Server (T-SQL)
• Microsoft Office 365
• Windows XP/7/8/10
• Android Studio
• Microsoft SQL Server (2008, 2010, 2014 and 2016) Management Studio
• Eclipse IDE
• IntelliJ IDEA

Work Experience

• Supported and monitored deployment for Stock Market back-office applications used by financial advisors, brokers, investment management firms.
• Supported applications hosted on Web and Application Servers.
• Ad-hoc SQL queries to extract platform usage data reports, to help business and technology leaders with decision making
• Performed CRUD SQL scripts per user/product requirements.
• Worked in a cross-functional setting with application developers, testers, business partners and product owners on corrective actions or viable workarounds to resolve issues on day to day basis within agreed Service-Level Agreement (SLAs)
• Installed, configured, upgraded and maintained new and existing customer implementations

Master of Science in Information Technologies

Bachelor of engineering in information technology, postgraduate it project (industry based).

Develop a social media platform that allows users to find jobs based on their characteristics. The application offered transparency and easy visibility for recruiters in hiring the perfect candidate.

Movie Night Planner App

A simple Movie Night Planner app to create and schedule movie viewing events and invite attendees. A movie appl also include a feature like notifications, event location information and distance to the events from the current location.

Career Expert Tips:

• Always make sure you choose the perfect resume format to suit your professional experience.
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• Check the expert curated popular good CV and resume examples

What Should Be Included In A Application Support Engineer Resume?

When writing a resume for an Application Support Engineer role, make sure to provide a comprehensive overview of your skills, knowledge, and experience.

Start your resume with a strong professional summary that outlines your main qualifications, experience, and value you bring to the job. Include any job-specific skills such as knowledge of software, hardware, and networking, as well as any certifications or awards you have received. Next, list your relevant work experience, including any relevant application support roles. Make sure to include details on the nature of the support you provided, technology you used, and any improvements you implemented.

list your education and any additional certifications or qualifications you may have. Finally, make sure to include a skills section that showcases your expertise in software, hardware, and networking. Include any software or programming languages you are familiar with and any troubleshooting or problem-solving skills you have.

Also include any other information that is relevant to the job you’re applying for, such as project management experience, customer service experience, and any awards or honors you’ve received. Make sure to highlight your experience, and the value you bring to the job. In your resume, list your education, certifications, and qualifications. Include details of any relevant application support roles you have been in, such as responsibilities and the technologies you used. Also, list any awards or honors you have received.

In the skills section of your resume, list the software and programming languages you are familiar with, as well as any troubleshooting or problem-solving skills you have. Additionally, highlight any project management, customer service , or other related experience you may have. If you have any awards or honors, make sure to note them here as well. Make sure to include an accurate and up-to-date list of your technical skills, such as programming languages, systems analysis, workflow automation, and database management.

Highlight any professional accomplishments, such as successful implementations of solutions, successful debugging processes, and successful customer interactions. Be sure to include any certifications or training you have completed, such as ITIL, Six Sigma, or PMP. Provide a comprehensive list of all relevant work experience, including job titles, dates, and responsibilities for each position.

By following these tips, you can ensure your resume is comprehensive, accurate, and tailored to the application support engineer role you are applying for.

What Skills Should I Put On My Resume For Application Support Engineer?

When crafting your application support engineer resume, it’s important to include the right skills that set you apart from other candidates. Application support engineers provide support to customers and users of applications, software, and tech products. They help maintain stability, reliability, and security of applications while troubleshooting problems.

To make your resume stand out, here are some of the top skills to include in your resume:

• Technical Skills: Application support engineers need to have strong technical skills, such as troubleshooting, debugging, and technical support experience. Your resume should highlight your knowledge of various platforms, operating systems, and hardware.
• Analytical Thinking: Being able to think critically and solve problems is key for an application support engineer. Demonstrate your problem-solving abilities with examples from past jobs.
• Interpersonal Skills: Being able to interact and communicate with customers is essential for an application support engineer. Showcase your customer service skills, and demonstrate your ability to maintain positive relationships with clients.
• Communication Skills: Application support engineers need to be able to explain complex technical concepts in an easy-to-understand manner. Showcase your communication and writing skills by providing examples of reports and documents you have written in the past.
• Technical Expertise: Technical expertise is a must-have for an application support engineer. Include details of your experience working with different operating systems, software, hardware, and network systems. Highlight your experience with troubleshooting and problem-solving, as well as your knowledge of coding languages such as Java and C++ .
• Customer Service: Maintaining positive relationships with customers is essential for an application support engineer. Showcase your customer service skills, and demonstrate your ability to listen actively, be patient, and resolve customer issues in a timely manner. Provide examples of customer feedback or testimonials that you have received in the past, and demonstrate your ability to handle difficult customer interactions.
• Collaboration & Teamwork: Application support engineers must be excellent team players. Showcase your ability to collaborate with colleagues, and describe any projects where you have worked with other teams or departments to achieve a common goal. Provide examples of reports and documents you have written in the past that demonstrate your ability to work with others.
• Technical Skills: Application support engineers must have a solid understanding of programming languages such as Java, Python, and C++. Demonstrate your technical expertise by providing examples of past projects and products you have supported. Showcase your troubleshooting skills and your ability to debug and analyze code.

What Is The Job Description Of The Application Support Engineer?

.An Application Support Engineer is responsible for the maintenance and support of computer applications and software. They provide technical assistance to staff and clients, and troubleshoot system errors. They also ensure the daily operation of the applications, as well as administer system upgrades and backups.

The job duties of an Application Support Engineer typically include responding to technical inquiries, diagnosing problems, and resolving issues. They also provide instruction to users on the use of hardware and software. Additionally, they maintain user profiles and ensure systems are configured correctly. They conduct system tests and troubleshoot any issues that arise.

Application Support Engineers are relied upon to provide support to customers and diagnose problems. They must possess strong technical and troubleshooting skills, as well as be proficient with databases, programming languages, and operating systems. They must also demonstrate excellent communication and customer service skills.

The role of an Application Support Engineer is critical for ensuring applications and software are running efficiently and correctly. They provide assistance and technical support to customers to ensure the best user experience.

What Is A Good Objective For A Application Support Engineer Resume?

A good objective for an Application Support Engineer resume should be concise yet effective. It should be tailored to the specific job you are applying for, highlighting your relevant experience, qualifications, and skills. It should also demonstrate your commitment to the position and your ability to effectively troubleshoot and solve technical problems.

For example, an objective for an Application Support Engineer resume might read: “Motivated and experienced Application Support Engineer with 5 years of experience in troubleshooting and resolving technical issues. Possesses excellent communication and problem-solving skills with a deep knowledge of software development lifecycle and software engineering principles. Dedicated to providing quality customer service and supporting the development team in creating secure and robust applications.”

This objective outlines the applicant’s relevant experience and qualifications, as well as their commitment to the position. It also demonstrates the applicant’s problem-solving abilities and their knowledge of the software development process.

When writing an objective for an Application Support Engineer resume, it is important to keep it concise and to the point while also highlighting your relevant experience and qualifications. Additionally, the objective should demonstrate your commitment to the role and your ability to effectively troubleshoot and resolve technical issues.

What Are The Career Prospects In The Application Support Engineer?

Application Support Engineers offer technical support to customers to ensure the efficient and reliable use of software applications. As the demand for software applications continue to increase, the career prospects in the Application Support Engineer field are becoming increasingly attractive.

Application Support Engineers are essential in helping customers troubleshoot and resolve software issues, both in the office and remotely. They can work in various settings, such as customer service, IT support, software development, or any environment that requires efficient software applications. With the increasing complexity and variety of software applications, the need for Application Support Engineers is expected to grow.

Application Support Engineers draw on both their technical and interpersonal skills. They must have an in-depth knowledge of software systems, as well as an understanding of customer service. They must be able to troubleshoot issues and provide solutions, and must have excellent written and verbal communication skills. As the demand for software applications continues to increase, the field of Application Support Engineering is becoming increasingly attractive.communication skills.

The job outlook for Application Support Engineers is positive. There is a growing demand for skilled professionals with technical and customer service experience. With the right skills and experience, career prospects are promising.

Application Support Engineers can expect to find employment in many different sectors, from healthcare to education. They may also be employed in IT departments of companies, providing technical support to employees and customers .

Successful Application Support Engineers must have a strong technical background, as well as a deep understanding of customer service. They must possess excellent problem-solving skills, and be able to troubleshoot and resolve any application-related issues. They must also be able to effectively communicate with customers and other stakeholders, both verbally and in writing . Furthermore, they must be proficient in the use of various software tools and applications.

Application Support Engineers need to stay up to date on the latest software and technology trends, as well as be willing to learn new skills and technologies as needed. They must be able to work independently, as well as collaboratively, and be able to prioritize tasks in order to meet deadlines. In order to be successful in this role, they must be organized and detail-oriented, and have the ability to handle multiple tasks simultaneously.

Key Takeaways for an Application Support Engineer resume

• When writing an application support engineer resume, there are a few key takeaways to remember. First, it is important to include all your relevant technical skills and qualifications. Highlight the programming languages, frameworks, and tools you have experience with, as well as any certifications you may have. Additionally, showcase your experience with troubleshooting and problem-solving, as well as any customer service experience you have.
• Next, emphasize any accomplishments you have achieved in your role. Anything from decreased customer ticket response times to reduced technical support costs should be noted. This can help demonstrate that you are a valuable asset to any organization.
• Make sure to emphasize your ability to handle multiple tasks simultaneously. This is a key responsibility for an application support engineer, so make sure to demonstrate your proficiency in this area. Additionally, highlight any experience you have working in a fast-paced environment and managing multiple deadlines
• Mention any programming languages, development platforms, libraries, software, databases, operating systems, cloud computing services, APIs, web technologies, mobile technologies, third-party services, automation tools, system administration processes and protocols, networking technologies, security solutions.
• Finally, demonstrate your ability to multitask and handle multiple tasks simultaneously. Show that you have the skills to manage multiple projects and prioritize tasks in a timely manner. This can help prove that you are a competent and reliable employee, make sure to include a strong summary statement. This should be a brief overview of your qualifications and experience, and should express why you are the right candidate for the job.

By following these key takeaways, you can ensure that your application support engineer resume is well crafted and showcases your technical skills and qualifications in the best light.

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Application Support Resume Sample

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Work Experience

• Bachelors in Business Adminstration and Information Technology, or equivalent MBA
• Building, supporting and managing large enterprise systems for external clients
• Hands-on experience delivering large business and/or infrastructure projects to clients at sell-side and buy-side institutions
• Experience in a Product Management roll, specifically writing specs and designing new features and influencing the prioritization process
• DEVELOP SELF AND OTHERS: Develop self and support others’ development to achieve full potential
• Manage all human
• Experience in IT management positions
• Working within Linux environments and with SQL databases (Sybase/DB2/Oracle); able to quickly and intelligently search log files and compose SQL queries
• Citi's Institutional Clients Group builds enduring relationships with clients by providing a full suite of strategic advisory and financing products to multinational and local corporations, financial and public sector institutions, governments, privately held businesses, and many of the world's most successful and influential individuals and families in more than 160 countries and jurisdictions
• Provide consulting support on cross-organizational processes and systems issues
• Provide continuous feedback to business partners regarding the priorities and status of support work being performed within specified areas of the IT organization
• Guide business partners to improve their processes
• Produce the monthly Oracle, BI, cloud and custom application production support reporting metrics essential for analysis and improvement of the support process
• Document the system functions and processes for IT groups and selected items for internal customers
• Manage and guide testing of business applications using appropriate methodologies and tools to improve quality, flexibility, and efficiency
• Own the support documentation library
• Drive production support best practices globally for Oracle EBS,BI, cloud and custom application
• ICG Technology supports the application development and production support needs of ICG, including: Citi Markets, Citi Transaction Services, Alternative Investment and Citi Private Bank
• Coordinate work efforts and troubleshooting with Business Analysts, Database Analysts and Developers, and other IT teams
• Proactively identify issues with timelines of high-priority tickets resolution
• Coordinate with internal customers and provide prompt management escalation with My Oracle Support, Microsoft, or other third-party support vendors
• Own and drive production support for Oracle EBS, cloud, BI and custom application service level agreements globally
• Organize and lead regular meetings with both support teams and IT management around the globe, reviewing support load, agreeing on priorities, providing guidance on the support process, and identifying opportunities
• Support the configuration of new large- and medium-sized projects, including new country rollouts, at the user acceptance testing and production stages of the projects
• Ensure that the Support team meets rigid project deadlines with error-free deliverables, working collaboratively with Project Management, Business Analysts and Development teams
• Provide strategic, forward-looking vision by suggesting alternative solutions, that are applicable globally, when designing support strategies and identifying operational inefficiencies, conflicting business practices and integration issues

Professional Skills

• Proven track record in driving and supporting large scale organizational development programs. Including strong project management and team management skills
• Experience in Linux/Unix and Windows Server Operating Systems Strong troubleshooting skills with Unix and Windows platform
• BOSS, Java, application administration Additional skills needed: Application troubleshooting skills, database familiarity
• Excellent written and oral communication skills, including the ability to communicate effectively with all levels of management
• Strong troubleshooting and problem-solving skills in the following areas
• Proven customer service and problem solving skills, providing remote support services, with the ability to multi-task
• Strong Sybase, Oracle PL/SQL coding / debugging skills

How to write Application Support Resume

Application Support role is responsible for technical, business, interpersonal, troubleshooting, analytical, sql, application, development, scripting, software. To write great resume for application support job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Application Support Resume

The section contact information is important in your application support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Application Support Resume

The section work experience is an essential part of your application support resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous application support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular application support position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Application Support resume experience can include:

• Strong oral and written communication skills. Demonstrate ability to speak English fluently and clearly
• Strong Sybase, PL/SQL coding / debugging skills
• Proven programming, technical and problem solving skills
• Excellent interpersonal, communication, problem solving, and project planning skills
• Prior experience of working in L2/L3 Support and understanding of ITIL, Incident, Problem and Change management is good to have
• Excellent team leadership skills with the ability to drive, manage, motivate and developing a high performing team

Education on an Application Support Resume

Make sure to make education a priority on your application support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your application support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Application Support Resume

When listing skills on your application support resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical application support skills:

• Strong written and verbal communication skills. Ability to converse effectively using the English Language
• Excellent customer service skills (ability to build rapport, demonstrate empathy, and outline key steps in delivering good customer service)
• Experience with CTRL-M/Autosys/CA Unicenter scheduler Good Analytical and problem solving skills
• Demonstrates powerful negotiation, resolution and communication skills with a strong focus on delivery
• Mainframe skills (for example- JCL, RACF) . J2EE skills (for example - Java, Websphere)
• Demonstrate strong analytical and project management skills

List of Typical Experience For an Application Support Resume

Experience for senior application support resume.

• Excellent oral and written communication skills. Ability to effectively communicate and present to various stake holders
• Basic T-SQL skills and Excel skills
• Excellent interpersonal and communication skills to interact confidently and credibly with business users and stakeholders as part of support and escalations
• Effective communication skills on both technical and business levels
• Strong troubleshooting skills to investigate outages/incidents
• Effectively use all support tools available and demonstrates knowledge of available resources
• Strong team player, flexible and be able to manage time effectively
• Self-motivated and directed, with ability to organize, prioritize, and execute tasks effectively

Experience For Application Support Intermediate Analyst Resume

• Strong database skills with DB2 and/or Sybase
• Strong database skills with DB2 and/or Sybase and/or Hadoop
• Excellent analytical, problem-solving, negotiation, written and verbal communication, knowledge management, skills
• Effective communication skills to different audiences
• Programming skills (programming PL/SQL advantage )
• Understanding of relational databases, SQL skills
• Scripting skills e.g. perl, cgi, ksh, python
• Use engineering and automation skills to improve the level of auto-healing, recovery and self-service capabilities of the platform

Experience For IT Application Support Resume

• Demonstrated experience in communicating and managing support and development activities
• Good knowledge/experience in articulating and handling performance issues typically seen in very large databases
• Skilled and experienced in system monitoring techniques
• ITIL v3 Foundation certified. Good experience working within an ITIL Environment
• Applications support experience, experience in one or more of the following technologies
• Prior experience in supporting Java based Cloud applications
• Good experience in java development or code debugging

Experience For Director, Application Support Resume

• Good working experience in problem and incident management
• Strong database and ETL tool experience to analyze data , create optimizations, identify better monitoring to prevent database outages
• Technical skills which include – Java, SQL, Oracle, Unix/Linux Shell Scripting
• Capable of effectively handling incidents for critical systems in a fast-paced environment within tight time constraints and resource dependencies
• Effectively transition backlog and work in progress to the oncoming shift across multiple locations
• L2 Debugging skills
• Solid understanding of our senior organization and context to priorities outside Group Technology
• Detail-oriented and is able to multi-task effectively in a fast- paced working environment

Experience For Production Application Support Resume

• Problem Solving: The ability to identify and resolve problems quickly and effectively
• Prior experience providing technical customer support (application/technical support engineer role)
• Escalate effectively and communicate in a timely manner to provide progress updates on issues and tasks
• In depth knowledge of how IT services can be delivered most effectively and able to use this knowledge to meet organization’s goals
• Installation, Configuration, Application Deployment and Troubleshooting skills
• Proven experience in incident and problem management
• One to Two years of strong experience in Autosys and/or Control-M
• Expert level knowledge in issue/ conflict resolution and escalation skills

Experience For Application Support Group Resume

• Effectively provide updates on the issues
• Strong experience with SQL Database, Enterprise Manager, SQL Query Analyzer
• Good understanding of Network and OSI model along with proven ability to troubleshoot application issues and related network connectivity
• Technical Skills in Unix, Scripting, DB2, SQL Database
• Good level of experience of IT software support (essential)
• Prior Mainframe RACF experience and/or RACF Certified
• Overall 5+ years of experience is experience working in Data Warehouse Technologies?

Experience For Level Application Support Resume

• A proven change agent with experience of supporting complex change initiatives impacting organizational culture and working practices
• Strong experience in scripting language (Shell scripting, Python, Perl, etc., )
• Use your technical skills to investigate system flows and complex system issues affecting the trading plant
• Experience in supporting a multi-server application system with at least 4 years of experience working on Window and Linux based applications
• Good thinking and problem solving skill, the ability to deal with ambiguity
• Prior experience supporting reference data and middleware architecture
• Good to have reporting experience (Business Objects, Actuate)

Experience For Application Support Project Leader Resume

• Proven experience in change management, including consistent improvement of change success metrics
• Previous experience of Application Support, trader facing role would be good to have
• Software development skills with C++, Java, shell scripting on UNIX/Linux platforms and Informix/Oracle
• Experience working with software systems and development experience in ASP.Net and C#
• Solid experience with one or more of python, perl and Shell scripting
• Expert skills in Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio, Project
• Strong Microsoft SQL experience
• Prior experience working with Agile development shops and use of Agile tools and techniques such as KANBAN and SCRUM
• Prior experience working with Business analytics production activities

Experience For Application Support Director Resume

• Good to have experience with Autosys
• Follow instructions carefully and manage deliverables effectively
• Proven experience in applications or infrastructure development
• Strong hands-on technical experience
• Strong SQL databases experience such as Sybase, DB2, Oracle); able to search log files and compose SQL queries
• Intermediate computer and Microsoft Office skills (Word, Outlook, Excel, Internet) are required
• Communication skills to Collaboration well with Customers, team members, and other stake holders
• Strong technical knowledge and hands-on experience in COBOL, CICS, JCL, SQL, DB2, VSAM
• High level of analytic and problem solving skills

Experience For Front Office Application Support Resume

• Effectively document requirements for code
• Proven experience of data analysis in an enterprise environment
• SQL skills would be useful
• Relevant Experience in IT background with practical experience in L2 level Application Support
• Proven experience as Application Support
• Good experience of interface with users

List of Typical Skills For an Application Support Resume

Skills for senior application support resume.

• Good understanding of operating systems (UNIX, PC) and intermediate system administration skills
• Network diagnostic skills and experience with networks and realtime messaging technologies (multicast, TCP/IP, UDP, SNMP)
• Network diagnostic skills and experience with networks and real time messaging technologies (multicast, TCP/IP, UDP, SNMP)
• Excellent influencing, negotiation and facilitation skills
• Excellent troubleshooting skills and the ability to intelligently sort out an issue is required
• Excellent communication, speech drafting and grammatical skills

Skills For Application Support Intermediate Analyst Resume

• Excellent technical skills (MDM, WAS, Java, Oracle, Unix shell scripting)
• Strong learning skills to adapt new technology quickly and lead support function for the same
• Excellent Informatica and Abinitio skills
• Responsible for ensuring workload is properly distributed among team members based on their skills and experience
• Strong Sybase T-SQL or Oracle PL/SQL skills
• With excellent communication and interpersonal skills with a professional ownership of issues

Skills For IT Application Support Resume

• Strong SQL skills with Sybase and/or Db2
• Strong monitoring and escalation skills
• Excellent communication and presentation skills. Expertise in incident and problem management procedures
• Strong technical skills in AS/400 – RPG/400, CL/400, DB2/400 , RPGLE , CLLE and Embedded SQL
• Strong SQL skills with SQL Server and/or Sybase
• Strong interpersonal communication skills, including written, email

Skills For Director, Application Support Resume

• Strong problem solving and program execution skills while maintaining a process orientated focus
• Very good problem solving skills and a quick learner
• Strong troubleshooting and resolution skills
• Prior experience with entitlement processing experience and/or RACFcertified
• Good Outage management skills, with ability to multi-task
• Exercise excellent communication skills for communicating solutions between clients, Product managers and QA/Development staff
• Excellent written and spoken in English skills

Skills For Production Application Support Resume

• Excellent communication skills - oral and written. Ability to communicate with both business and technical audiences
• Evidence of strong experience of IT software support/ development
• Good technical skills (Hadoop application support and its ecosystem)
• Good technical skills (IBM MDM, WAS, Java, Oracle)
• Excellent analytical skills and an ability to solve issues to troubleshoot and debug the live issues / incidents /problem

Skills For Application Support Group Resume

• Work under high-pressure situations and effectively prioritize in a highly dynamic work environment
• Good Communication skill, Onsite experience
• Evidence of strong experience of IT software support (Java)
• Good technical skills in REST API, Core Java, Red Hat Open shift & Mongo Db
• Solid customer service, people management and interpersonal skills
• Strong infrastructure tool skills – e.g .Wily, Puty, Splunk, App Dynamics
• Highly motivated, self starter with excellent communication and interpersonal skills and a professional ownership of issues
• Strong DB/RDBMS SQL skills , ideally with Sybase

Skills For Level Application Support Resume

• Strong communication, presentation and people management skills
• Excellent communication skills with all levels of staff within the organization and customer
• Excellent communication / presentation skills with ability to influence senior Technology management and motivate stakeholders/teams
• Strong SQL skills with Sybase
• Excellent communication skills in both Spanish and English (oral and written)
• Good written and oral communication skills, including the ability to present facts and opinions in a logical and concise manner
• Able to effectively manage many competing priorities and delight our customers
• Excellent communication, verbal & written skills
• Excellent written and oral communication skills in English/Mandarin

Skills For Application Support Project Leader Resume

• Demonstrate listening and questioning skills to uncover all aspects of problems (for complete resolution and customer satisfaction)
• Hands on experience in RPA Tools (Automation Anywhere & Work Fusion) and RPA Process error debugging skills
• Strong troubleshooting and critical analytical skills with the capability to assess the
• Good shell-scripting skills
• Self motivated individual who communicates and has strong analytical and problem solving skills with attention to detail

Skills For Application Support Director Resume

• Solid analytical and critical problem solving skills
• Manage resources and budget effectively to deliver to competing priorities
• Strong customer management skills, able to make and meet expectations
• Strong verbal and written communication skills and sense of urgency,
• Excellent problem solving skills, ability to quickly broker solutions and resolve incidents and perform appropriate root cause analysis
• Good communications skills and the ability to work well with people with diverse culture background

Skills For Front Office Application Support Resume

• (20%) Excellent spoken and written English communication skills
• Strong oral & written communication skills with an ability to transfer knowledge both verbally and written
• Strong scripting skills in Shell, Ruby, Python, PowerShell or batch
• Experience working effectively with a global team in a virtual environment
• Database experience – Oracle/MSSQL skills
• Proven technical capabilities, analytical skills and application knowledge
• Strong Excel skills: specifically the ability to create pivot tables
• Strong communication skills are desired

List of Typical Responsibilities For an Application Support Resume

Responsibilities for senior application support resume.

• (20%) Strong scripting skills, like Perl, Python, or UNIX shell
• Evidence of strong experience in Cobol, CICS, DB2, IMS DB / DC
• Fundamental query skills to data fetching, mapping & analysis in SQL
• Proven experience with all aspects of programming and maintenance for AB PLC5 and ControlLogix PLCs, including Structured Text and Motion Control
• (20%) Strong troubleshooting experience in application technologies (Java, .NET, C++)
• Effectively managing time, resources and budget
• Strong understanding of IT Service Management (ITSM) experience (Service Design, Service Operations, etc.)

Responsibilities For Application Support Intermediate Analyst Resume

• Strong experience with application and performance management monitoring tools such as Splunk, AppDynamics, Gomez, HP BSM, etc
• Mandatory experience of using infrastructure as code – experience with CHEF is essential
• Experience in an application support capacity with a strong bent for automating the operational aspects of a platform
• Superior business relationship management skills
• Data Transfer Management Skills
• Solid experiences in MS SQL server and web based development such as .Net, ASP.Net, C#, JavaScript and development tools of Visual Studio
• (40%) Strong SQL databases experience such as Sybase, DB2, Oracle); able to search log files and compose SQL queries
• Proficiency with Linux Strong SQL databases experience such as Sybase, DB2, Oracle, able to search log files and compose SQL queries

Responsibilities For IT Application Support Resume

• This role requires Problem Record/Incident Management skill and effective liaison with BTB peers & clients
• Able to learn new skills, and adapt to different situations and rapid change
• Market Data Content Knowledge to effectively respond, investigate and follow requests, issues from end-users
• Good communication Skill to manage team members and stake holders
• Experience in at least one of the above mentioned technologies coupled with experience in system support (UNIX or Windows)
• Effectively manage onshore and offshore ASG teams to address critical issues in a timely manner
• Prior Informatica/MDM experience

Responsibilities For Director, Application Support Resume

• Understanding customer needs and priorities to providing quality services. Using creative problem solving and successfully executing tasks
• Taking personal responsibility for identifying client needs while providing a high value experience
• Working level experience of SQL Server, MQ/Messaging protocols, Linux, Java-based applications
• Managing and/or influencing infrastructure services to ensure application service uptime and user experience
• Scripting Experience using Python (Perl would suffice)
• Working Knowledge of SQL, UNIX and working experience in IT sector as a Developer or Support Profile
• Programming languages: Strong Python and Java expertise
• Understanding and experience in IPC (Incident, Problem, Change)

Responsibilities For Production Application Support Resume

• Programming experience with Java and C++
• Scripting experience (PowerShell, Perl, automation scripts)
• Working directly with clients to assess, research, prioritize, and resolve production environment issues or defects with their TSYS products
• An excellent understanding of monitoring and automation such as- unix scripting bash, ksh, perl, python, windows scripting batch, power shell, perl, python
• Experience of leading, managing and coaching a high performing application support team in a 24x7 environment
• Strong customer focus – meeting and exceeding expectations, resolving issues and developing solutions

Responsibilities For Application Support Group Resume

• Excellent understanding of SQL database and query best practices including triggers, stored procedures and reporting using SSR
• Experience designing, developing, and supporting applications on SQL, Oracle DB, using 2 or more development languages or tools
• Good understanding of all aspects of Trading including
• Experience with reporting solutions including Enterprise Data Warehouse (EDW) and reporting tools (i.e. BOBJ, Cognos, Tableau)
• Experience supporting FX and Fixed Income trading and ability to interact directly with trading desk
• Experience supporting Equities trading and ability to interact directly with trading desk

Responsibilities For Level Application Support Resume

• Knowledge on Shell scripting added advantage .Good at troubleshooting and debugging the any live issues / incidents /problem
• Coding experience in at least two of the following: Perl, Shell scripting, VB, etc
• Experience planning, facilitating and delivering presentations
• Experience with MS SQL 2012+ specifically doing scripting and querying
• Experience defining and managing SLA’s/Metrics in coordination with contractual and business needs
• Good knowledge on Global Markets activities on Equity and Structured products including Pricing, Risk, and PnL Attribution
• Experience in applications supporting and maintaining in international environment,
• Experience implementing financial order management or trading applications is an asset
• Working as a Tier 2 support analyst with experience in 1,000+ user environments with high call volume (they are currently getting 600 calls a week)

Responsibilities For Application Support Project Leader Resume

• Experience adapting to change quickly, multi-tasking and work under tight deadlines
• Experience with using an incident tracking system
• Hands on and good understanding of Linux, scripting (Shell, Python and/or Perl) and database systems
• Demonstrated strength in inspiring and engaging teams
• Responsible for coaching and mentoring less experienced team mem
• Experience managing and administering PBX phone systems such as Asterisk
• Strong understanding of server, storage, MQ, and application technologies (Java, shell scripting)
• Experienced in supporting multithreaded applications, alternate computing technologies (GPU, FPGA) and complex workflows is desirable

Responsibilities For Application Support Director Resume

• Experience in scripting languages (preferably Unix scipting, Javascript, Perl)
• Prioritize and manage release pipelines for complex implementations, ensuring proper communication during deployments
• Seven+ years of strong experiencing in AIX/LINUX (Shell Scripting)
• Experience in resolving incidents and investigating root causes
• Good working knowledge of trading and risk management business concepts
• Strong Understanding of UNIX Shell Scripting

Responsibilities For Front Office Application Support Resume

• Experience managing full-lifecycle enterprise level applications is desired (QA -> Staging -> Production)
• Experience in trouble shooting and supporting applications and the respective components
• High detail orientation; experience in documenting and tracking the status of multiple things simultaneously
• Experience supporting new business/business growth and creating new operational capacity
• Experience working in a Cash Managment domain doing Production support
• Experience with Shell scripting, Perl/scripting language and / or Java
• Hands-on experience in Unix/Linux programming (shell scripting)
• Good analytical, troubleshooting and problem solving competencies

Related to Application Support Resume Samples

Application support developer resume sample, application support manager resume sample, specialist, application support resume sample, center support resume sample, tech, tech support resume sample, expert support resume sample, resume builder.

• • Effectively resolved first line application queries for over 150+ clients on a weekly basis.
• • Improved ticketing resolution time by 25% by applying strategic problem-solving techniques.
• • Worked closely with development teams to address and rectify complex application issues, enhancing application reliability by 30%.
• • Ensured 95% of customer SLAs are consistently met through diligent tracking.
• • Coordinated with the Product Manager to provide specification support for future development, facilitating the delivery of 10+ product updates.
• • Handled 200+ customer queries weekly, maintaining a high customer satisfaction rate of 98%.
• • Contributed to UAT and live environment testing, identifying and rectifying errors for robust software performance.
• • Supported the implementation of 5+ major software updates, ensuring seamless transition and minimal downtime.
• • Prepared comprehensive training materials that have raised new-user competency by 35% over a quarter.
• • Set up UAT and Live environments for 10+ new customers.
• • Reduced resolution times by 30% through optimizing support protocols.
• • Administered customer environments in line with solution requirements, ensuring flawless user experience.
• • Assisted in release testing and troubleshooting, enhancing product stability by 40%
• • Coordinated with the Project Manager in customer project reviews, aiding in smooth project to operations transition.

5 Application Support Analyst Resume Examples & Guide for 2024

Your application support analyst resume needs to emphasize your troubleshooting expertise. Demonstrate your ability to quickly resolve technical issues to maintain smooth application performance. Showcase your knack for customer service on your resume. Your proficiency in translating complex technical language into user-friendly terms is vital for effective user support.

All resume examples in this guide

Traditional

Resume Guide

Simple guide to your application support analyst resume format.

Designing your application support analyst resume experience to grab recruiters' attention

How to create an impactful Application support analyst resume skills section

Optimizing the education and certification sections of your application support analyst resume, crafting the application support analyst resume summary or objective: a blend of achievements, aspirations, and uniqueness, four additional sections to consider for your application support analyst resume, key takeaways.

A common resume challenge faced by Application Support Analysts is demonstrating the ability to handle complex technical issues in a highly pressured environment, effectively translating this hands-on experience into clear, concise, and compelling resume content. Our guide can assist in overcoming this challenge by providing targeted advice on how to craft impactful situation-action-result (SAR) statements, which allow you to succinctly showcase your problem-solving skills and the positive impact of your actions within past roles.

Dive into our concise guide to learn how to:

• Show your application support analyst career's brightest moments through your resume's summary, objective, and experience sections.
• Explore top-notch application support analyst resume examples to understand how to distinguish yourself from other candidates.
• Identify the most sought-after application support analyst skills and certifications in the industry.
• Design a structured yet unique resume layout.

Recommended reads:

• Product Support Specialist resume
• IT System Administrator resume
• Linux System Administrator resume
• Junior Salesforce Admin resume
• Service Desk Analyst resume

Successful application support analyst resumes all have something in common - candidates invest in a simple resume layout . One that is easy to read, makes a good first impression, and is adapted to their professional experience.

There are three distinct resume formats , which help you focus on different aspects of your resume. Those are:

• A reverse-chronological resume format - puts your most recent experience in the spotlight
• A functional skill-based resume format that makes your transferrable skills the center of attention
• A hybrid resume format - it combines skills and experiences.

What's more, keep in mind that your resume usually goes through an ATS (Applicant Tracker System) (i.e. the software used by companies in the hiring process).

The application support analyst resumes that suit the ATS:

• incorporate exact match keywords and skills from the job description;
• should be no longer than two pages;
• should be submitted in a PDF format, unless specified otherwise.

Upload your resume

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

Consider incorporating design elements like icons or charts to enhance your resume's visual appeal and readability. But remember, the key is subtlety; don't let design overshadow content.

Essential application support analyst resume sections for a comprehensive overview:

• Header: Enables recruiters to swiftly access your contact details and peruse your latest work portfolio.
• Summary or Objective: Offers a snapshot of your career milestones and aspirations.
• Experience: Demonstrates alignment with job prerequisites and highlights your tangible contributions.
• Skills: Captures the full spectrum of your expertise, making you a compelling application support analyst candidate.
• Education & Certifications: Bridges potential experience gaps and underscores your dedication to the field.

What recruiters want to see on your resume:

• Experience with specific software, systems, or platforms relevant to the role. This could include ticketing systems, monitoring tools, and databases.
• Problem-solving and troubleshooting skills which are crucial in responding to and resolving application-related issues.
• Knowledge of ITIL or other industry standard methodologies for IT service management.
• Exceptional communication and customer service skills, especially as it relates to technical explanations to non-technical users.
• Evidence of ongoing learning and certification, such as Microsoft Certified: Azure Administrator Associate or AWS Certified SysOps Administrator, indicating a commitment to keeping up with advancements in the field.
• Resume Layout

Designing your application support analyst resume experience to grab recruiters' attention

For the application support analyst position, it's crucial to show how your expertise matches what they're looking for.

Your resume experience section can be a game-changer. Ensure you:

• Feature roles most relevant to the application support analyst job you're targeting.
• Avoid diving too deep into ancient history - unless what you did a decade ago is super relevant to the application support analyst role.
• Structure each bullet to first describe what you did, followed by the skills you utilized, and then the impact of your efforts.
• Quantify your achievements with numbers, possibly highlighting the broader impact on the organization.
• Emphasize transferable skills - those you've gained in past roles that could be valuable in your new role. This showcases your unique professional value.

Crafting the experience section doesn't mean detailing every job you've ever had. Check out the application support analyst resume samples below to see how top professionals present their experience.

• Provided application support and troubleshooting for internal and external users, ensuring timely resolution of issues.
• Collaborated with cross-functional teams to analyze, diagnose, and resolve software defects, resulting in a 30% reduction in application downtime.
• Implemented proactive monitoring tools, reducing system failures by 20% and improving overall system stability.
• Developed and delivered end-user training sessions on software functionality, empowering users to effectively utilize the applications.
• Created comprehensive documentation on support processes, troubleshooting techniques, and frequently asked questions, enhancing knowledge sharing within the team.
• Delivered second-level application support, investigating and resolving complex technical issues for a global customer base.
• Led the successful migration of a critical application to a new platform, minimizing disruption and ensuring seamless user experience.
• Collaborated with development teams to prioritize and implement bug fixes, resulting in a 15% reduction in customer-reported issues.
• Performed root cause analysis and implemented preventive measures, reducing recurring incidents by 25%.
• Participated in regression testing and quality assurance activities to ensure software reliability and adherence to specifications.
• Provided first-line support for a portfolio of business-critical applications, addressing user inquiries and resolving technical issues.
• Collaborated with vendors to implement system upgrades and enhancements, ensuring optimal performance and functionality.
• Assisted in the development and execution of test plans for new software releases, identifying and reporting defects to development teams.
• Contributed to the creation of a knowledge base, documenting known issues and solutions for efficient troubleshooting.
• Participated in on-call rotation to provide 24/7 support, maintaining high availability and minimizing downtime.
• Supported users in configuring and customizing commercial software applications, ensuring alignment with business requirements.
• Collaborated with clients to gather and analyze software enhancement requests, translating them into actionable development tasks.
• Assisted in the design and implementation of software integrations, improving data flow and synchronization between systems.
• Developed SQL queries and scripts to extract, manipulate, and analyze data, supporting reporting and decision-making processes.
• Facilitated user acceptance testing and conducted training sessions, resulting in smooth software deployments and user adoption.
• Providing technical support for enterprise-level applications, resolving complex issues and ensuring customer satisfaction.
• Collaborating closely with development teams to reproduce and investigate software defects, driving timely resolutions.
• Leading the implementation of automated monitoring solutions, reducing incident response time by 40%.
• Mentoring junior support analysts, facilitating their professional growth and enhancing team performance.
• Contributing to knowledge base articles and best practice documentation, promoting efficient support practices across the organization.
• Provided application support for a diverse client base, addressing user inquiries and resolving technical issues via phone and email.
• Developed and maintained comprehensive incident tracking and resolution system, ensuring accurate and timely record-keeping.
• Collaborated with development teams to test and deploy new software releases, ensuring smooth transitions and minimal disruption.
• Conducted performance tuning and optimization of database queries, resulting in a 25% reduction in application response time.
• Participated in customer-facing meetings to understand business requirements and provide tailored technical solutions.
• Provided comprehensive support for enterprise resource planning (ERP) systems, troubleshooting complex technical issues.
• Collaborated with cross-functional teams to implement system upgrades and enhancements, ensuring seamless operations.
• Assisted in the development and execution of test plans and scripts for ERP module implementations.
• Supported end-users in training sessions and workshops, facilitating their adoption of ERP functionalities.
• Contributed to continuous process improvement initiatives, streamlining support procedures and enhancing customer satisfaction.
• Provided technical assistance for web-based applications, resolving user-reported issues and escalating complex cases as necessary.
• Collaborated with development teams to reproduce and debug software defects, ensuring timely resolution.
• Developed and maintained troubleshooting guides and knowledge base articles, enabling efficient issue resolution.
• Assisted in the creation and execution of test plans for new application features and enhancements.
• Contributed to process improvement initiatives, optimizing support workflows and enhancing customer satisfaction.
• Provided application support for a suite of financial software products, addressing inquiries and resolving technical issues.
• Collaborated with clients to gather requirements and customize software configurations, ensuring optimal functionality.
• Led the successful migration of a major client to the latest software version, resulting in improved performance and increased client satisfaction.
• Developed SQL queries and reports to extract and analyze financial data, supporting decision-making processes.
• Conducted training sessions for end-users, empowering them to utilize software features effectively.
• Provided technical support for mobile application platforms, assisting users in troubleshooting and resolving issues.
• Collaborated with development teams to identify and resolve software defects, ensuring high-quality user experience.
• Performed rigorous testing and quality assurance activities, including load testing and compatibility testing on various devices.
• Developed user guides and documentation, simplifying user onboarding and reducing support inquiries.
• Participated in regular team meetings to discuss emerging issues and share knowledge with colleagues.

Quantifying impact on your resume

• Include the number of applications or systems you have supported. This shows your capability to handle multiple tasks and manage complexity.
• List the number of software bugs or issues resolved, which indicates problem-solving skills and efficiency.
• Quantify the percentage improvement in system uptime or availability due to your contributions, demonstrating your impact on system stability.
• Detail the number of users you've supported or trained, showing your ability to communicate and transfer knowledge effectively.
• Mention the frequency of status reports or documentation you've produced as this demonstrates accountability and thoroughness.
• Highlight any reduction in support ticket resolution time under your service, indicating efficiency and user satisfaction.
• Showcase the size of the data sets you have worked with, illustrating your ability to handle large-scale data operations.
• Note the number of process improvements or automations implemented, proving your initiative and drive for efficiency.

Building a application support analyst resume when experience is sparse

If you're light on relevant experience, consider highlighting:

• Short-term roles or internships undertaken during your academic years.
• Contractual roles, emphasizing their relevance and the outcomes achieved.
• Alternative resume formats, such as functional or hybrid, that spotlight your skills.
• Research roles, especially if they involved significant projects or if your contribution was pivotal to the project's success.
• Resume Keywords
• Resume Buzzwords

Remember, the experience section isn't just about traditional roles. It's a space to highlight all professional learning, whether from internships, contract roles, research projects, or other relevant experiences. If it's added value to your skill set for the application support analyst role, it deserves a mention.

Recruiters always care about the skill set you'd bring about to the application support analyst role. That's why it's a good idea to cherry pick yours wisely, integrating both hard (or technical) and soft skills.

Hard skills are gained through studying, are certifiable, and it's impossible to do your job without them. All in all, they show your suitability for the technical aspect of the role.

Your soft skills are those personality traits you've gained over time and most often than not - outside of the workplace. Soft skills are more difficult to quantify but are definitely worth it - as they show how you'll fit and adapt into a new team environment.

How do you build the skills section of your resume?

• Include up to five or six skills in the section as keywords to align with the advert.
• Create a specific technical skills section to highlight your hard skills aptitude.
• Read more about the culture of the company you're applying and cherry pick the soft skills you have that deserve a mention.
• Make sure you answer the majority of the job requirements that are in the advert within your skills section.

A application support analyst's resume requires a specific skill set that balances both industry-specific hard skills with personal, soft skills. Discover the most often used ones on application support analyst resumes from our list:

Top skills for your application support analyst resume

Understanding of application lifecycle management

Knowledge of SQL and databases

Troubleshooting and debugging skills

Experience with ITSM tools like ServiceNow or Jira

Understanding of software development methodologies, e.g., Agile, Scrum

Technical understanding of operating systems, e.g., Windows, Linux

Knowledge of scripting languages such as Python, Shell scripts

Familiarity with cloud platforms like AWS, Azure

Knowledge of network protocols, firewalls, and VPNs

Understanding of ITIL framework

Problem-solving skills

Excellent communication skills

Teamwork and collaboration

Customer service orientation

Analytical thinking

Time management

Detail-oriented

Adaptability

Stress management

If you're in the process of learning a pivotal skill for the role, mention this on your resume. It demonstrates initiative while maintaining transparency.

Your education and certification sections can be game-changers on your application support analyst resume, showcasing your commitment to professional growth.

For the education section :

• Highlight advanced education, noting the institution and duration.
• If you're currently studying, mention your expected graduation date.
• Exclude degrees that don't align with the job's requirements.
• If relevant, delve into your academic journey, spotlighting significant achievements.

When listing degrees and certifications:

• Feature those directly relevant to the role.
• Highlight recent and significant knowledge or certifications at the top of your resume.
• Provide essential details like the issuing institution and dates for credibility.
• Avoid listing irrelevant degrees or certifications, such as your high school diploma or unrelated specializations.

Remember, even if you're tempted to omit your education or certifications, they can offer a competitive edge, signaling a long-term commitment to the industry.

Best certifications to list on your resume

• Cisco Certified Network Professional (CCNP), Cisco
• Red Hat Certified System Administrator (RHCSA), Red Hat
• AWS Certified Cloud Practitioner (ACCP), Amazon Web Services
• CompTIA A+ Certification, CompTIA
• Certified Information Systems Security Professional (CISSP), International Information System Security Certification Consortium
• Certified Information Systems Auditor (CISA), ISACA

If you're in the process of obtaining a certification listed in the job requirements but haven't completed it yet, be transparent. Mention your ongoing training and the expected completion date. Honesty is always the best policy on a resume.

• Coursework on Resume
• Major Minor on Resume

Whether you opt for a resume summary or objective depends on your career trajectory.

• If you have a rich tapestry of relevant achievements, a resume summary can spotlight these accomplishments.
• If you're relatively new or transitioning, a resume objective can articulate your aspirations and how they align with the role.

Regardless of your choice, this section should encapsulate your unique value proposition, blending your technical and interpersonal strengths.

Resume summary and objective examples for a application support analyst resume

• Dynamic professional with over 8 years' experience in application support. Exceptional technical acumen with proficiency in SQL, Windows Server management, and .Net applications. Proven track record of reducing downtime by 15% through preventive troubleshooting.
• Exceptionally detailed-oriented individual boasting a 7-year stint in software development, now eager to leverage that knowledge in an application support role. Proficient in Python, SQL, and server monitoring tools. Successfully led the development of a key company product, improving efficiency by 20%.
• IT specialist with 5 years' experience in network administration, seeking to translate those skills into an application support role. In-depth understanding of server infrastructure and ITIL processes. Recognized for resolving critical issues leading to 18% increase in system stability.
• Data analyst with a 4-year tenure, keen to transition to application support. Strong grip on data management systems, SQL, and Python. Implemented a data-driven decision-making process, increasing operational efficiency by 10%.
• Recent graduate with a Bachelor's degree in Computer Science, eager to channel my technical prowess in Python, SQL, and Java to thrive in an application support setting. My goal is to utilize my problem-solving skills to ensure seamless application operations and user satisfaction.
• Passionate tech enthusiast pursuing a first step in the application support domain. Armed with a deep understanding of .Net framework and SQL, I am committed to using my strong troubleshooting skills to maintain and improve the performance of business-critical applications.

To give a fuller picture of who you are, consider adding these sections to your application support analyst resume:

• Awards - to showcase your achievements.
• Interests - to share passions outside of work.
• Publications - to highlight your contributions to the field.
• Projects - to spotlight significant accomplishments, even those outside of traditional work settings.
• The format and layout of your application support analyst resume should reflect your career experience;
• Use the resume summary and objective to highlight your most prominent accomplishments;
• Always be specific about your experience and consider what value each bullet adds to your application support analyst application;
• Consider how your academic background and technical capabilities could further showcase your alignment to the role;
• Your soft skills should contribute to your overall application support analyst profile - aligning your personality with your professional self.

Looking to build your own Application Support Analyst resume?

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Application Support Analyst Resume Examples

Are you looking for a job as an Application Support Analyst? If so, you’re probably in the middle of building your resume. Crafting an effective resume can be a daunting task, but it doesn’t have to be. With this guide, you’ll learn how to write an Application Support Analyst resume that stands out and gets you noticed by hiring managers. We’ll review what to include in your resume, provide some examples and tips, and even suggest a few resume-writing services that can help you create a resume that makes a great first impression.

If you didn’t find what you were looking for, be sure to check out our complete library of resume examples .

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Application Support Analyst

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

I am an experienced Application Support Analyst with 8 years of experience managing the implementation, maintenance, and monitoring of software systems, providing 1st and 2nd line support, and working with customers to diagnose and solve technical issues. I have a strong technical background with a strong understanding of IT systems, web applications, and databases. I have excellent communication and problem- solving skills and I am available to start work immediately.

Core Skills :

• Application support and maintenance
• Software monitoring and diagnostics
• IT systems and web application troubleshooting
• Database management
• Customer service and support
• Problem solving and critical thinking
• Documentation and report writing
• Technical and non- technical communication

Professional Experience :

Application Support Analyst – ABC Inc. – 2017- 2021

• Led the implementation, maintenance, and monitoring of software systems
• Provided 1st and 2nd line support, and interacted with customers to diagnose and solve technical issues
• Monitored system performance, identified and addressed any issues
• Developed and updated technical documentation, user manuals, and SOPs
• Collaborated with cross- functional teams to identify and resolve any technical issues

Application Support Technician – XYZ Inc. – 2013- 2017

• Performed troubleshooting and maintenance of IT systems, web applications, and databases
• Developed and implemented technical documentation and user manuals

Education :

Bachelor of Science in Computer Science – ABC University – 2010- 2013

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Application Support Analyst Resume with No Experience

Recent college graduate with significant knowledge in troubleshooting, software programming, and customer service. Passionate about technology and eager to obtain a role as an Application Support Analyst.

• Strong technical knowledge in software applications
• Highly organized and detail- oriented
• Excellent problem- solving and analytical skills
• Excellent communication, interpersonal, and customer service skills
• Ability to work in a fast- paced environment

Responsibilities :

• Monitor and assess performance of computer software applications
• Provide technical support for software applications
• Troubleshoot and resolve software application issues
• Assist with the testing and development of new software applications
• Document and track software application issues
• Develop training materials and assist with user training
• Provide customer service and answer customer inquiries
• Keep up- to- date with software application trends and updates

Experience 0 Years

Level Junior

Education Bachelor’s

Application Support Analyst Resume with 2 Years of Experience

Dynamic and detail- oriented Application Support Analyst with 2 years of experience providing exceptional client service in a fast- paced environment. Proven expertise in troubleshooting complex software issues and providing user- friendly technical support. Able to quickly acquire new knowledge and develop successful strategies to resolve customer challenges.

• Software Troubleshooting
• Technical Troubleshooting
• Client Service
• System Configuration
• User Support
• Technical Documentation
• Problem Resolution
• Software installation
• Network Administration
• Investigated and solved user- reported issues with software applications
• Performed software installations, configuration and troubleshooting
• Developed system support documentation and user guides
• Diagnosed, troubleshot and resolved technical issues
• Performed system and application tests to ensure functionality
• Assisted in the implementation of new software applications
• Provided technical guidance and training to users
• Monitored, managed and maintained network systems and applications

Experience 2+ Years

Application Support Analyst Resume with 5 Years of Experience

Experienced Application Support Analyst with 5 years of expertise in providing technical assistance and guidance to users. Proven ability to diagnose and troubleshoot software and hardware problems. Skilled in working with a variety of software applications and providing effective customer service to address user complaints. Possess excellent communication and interpersonal skills with the ability to interact with people at all levels.

Core Skills

• Database Administration
• Customer Support
• Problem Solving
• Documentation
• Technical Writing
• Diagnostics

Responsibilities

• Provided technical assistance and responded to inquiries from internal and external customers.
• Performed in- depth troubleshooting to identify root cause of software and hardware problems.
• Resolved various issues on different levels such as software, network, and system.
• Created and maintained user accounts and access privileges.
• Performed system administration tasks such as software installations, upgrades, and patches.
• Configured and maintained databases, applications, and systems in order to ensure optimal performance.
• Assisted in the preparation of technical documents and user manuals.

Experience 5+ Years

Level Senior

Application Support Analyst Resume with 7 Years of Experience

Highly experienced and organized Application Support Analyst with 7 years of industry experience in providing effective support to ensure the stable performance of applications. Excellent problem- solving and critical thinking skills combined with a strong customer service focus. Possess a Bachelor’s degree in Computer Science and certifications in CompTIA A+, Cisco CCNA, Oracle Database 11i and CompTIA Linux+.

• Expert knowledge of IT support and applications
• Outstanding problem- solving and critical thinking skills
• Proficient in the use of software tools and technologies
• Excellent customer service orientation
• Ability to prioritize tasks and work independently
• Ability to work in a team environment
• Excellent communication and interpersonal skills
• Providing technical support and maintenance for applications
• Resolving customer inquiries and requests in a timely manner
• Testing and troubleshooting applications to identify and resolve issues
• Collaborating with developers and engineers to resolve technical issues
• Identifying root cause issues and recommending solutions
• Monitoring the performance of applications and systems and making recommendations for improvement
• Participating in the development and implementation of applications
• Ensuring compliance with organizational policies and procedures
• Preparing and maintain documentation related to applications and systems
• Providing support for software upgrades, patching and system updates

Experience 7+ Years

Application Support Analyst Resume with 10 Years of Experience

Highly experienced and motivated Application Support Analyst with 10 years of experience in managing and troubleshooting applications, software, and hardware. Adept at providing technical support for clients, identifying and resolving system issues, and monitoring and upgrading applications. Possesses excellent analytical and problem- solving skills and is able to work collaboratively with colleagues, clients, and other stakeholders.

• Application Support
• Technical Support
• System Troubleshooting
• Application Maintenance
• System Monitoring
• Software Upgrades
• Issue Resolution
• Hardware/Software Installation
• Team Collaboration
• Client Support
• Analytical Problem- Solving
• Provided technical support to clients in using applications and resolving issues
• Identified and troubleshot system and application issues and provided solutions
• Monitored and upgraded applications on a regular basis to ensure optimal performance
• Installed and configured applications, hardware and software to meet client needs
• Collaborated with teams to effectively identify, analyze, and resolve system issues
• Assisted with testing applications and software to identify and fix deficiencies
• Provided training and assistance to clients in using and troubleshooting applications
• Assisted with the development of new applications, software, and hardware systems

Experience 10+ Years

Level Senior Manager

Education Master’s

Application Support Analyst Resume with 15 Years of Experience

A highly experienced and motivated Application Support Analyst with 15 years of experience providing end- user support on various applications. Skilled in troubleshooting, improving, and supporting complex applications. Expert in creating and implementing solutions to minimize downtime and maintain a high level of system performance. Experienced in creating test plans, developing database queries, and performing system upgrades. Possesses the ability to quickly identify and solve application problems, as well as provide excellent customer service.

• System Analysis
• Troubleshooting & Problem Solving
• Test Plan Development
• Database Query & Maintenance
• Application Performance Management
• Application Enhancements
• System Upgrades
• Customer Service
• Responding to service requests, providing troubleshooting and end- user support for applications.
• Analyzing and improving existing applications to ensure optimal performance.
• Creating test plans to ensure the proper functioning of applications.
• Developing database queries to improve application performance.
• Maintaining system security and reliability.
• Performing system upgrades and enhancements.
• Working with internal teams to resolve application issues.
• Providing training and technical support to end- users.
• Assisting with the development and implementation of application strategies.

Experience 15+ Years

Level Director

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What should be included in a Application Support Analyst resume?

A resume for an Application Support Analyst should include the following items:

• Knowledge of operating systems, hardware, databases, and software applications
• Troubleshooting experience and problem-solving skills
• Technical writing and communication abilities
• Project management and leadership skills
• Ability to work independently and as part of a team
• Ability to multi-task and prioritize workloads
• Expertise in identifying and resolving application-related issues
• Experience providing end-user application support
• Experience in providing remote support to customers
• Experienced in testing software applications
• Knowledge of scripting and automation
• Ability to understand business processes and how they relate to applications
• Proactive approach to system maintenance and upgrades
• Knowledge of ITIL best practices

What is a good summary for a Application Support Analyst resume?

A strong application support analyst resume should accurately reflect the skills and experience you have in the world of IT support and application troubleshooting. An effective summary should emphasize your expertise in resolving customer service issues, working with complex software systems, and managing end-user training. Your summary should also highlight your experience in providing technical support, debugging and troubleshooting, and maintaining application and system performance. Include specific examples of how you have successfully implemented and managed technical solutions, identified and corrected system issues, and provided excellent customer service. When crafting your resume summary, you should demonstrate your ability to work successfully in a fast-paced environment and showcase your technical skills and experience in an engaging and concise manner.

What is a good objective for a Application Support Analyst resume?

A good objective for an Application Support Analyst resume is to demonstrate expertise in providing technical support and maintenance services for software applications. A targeted objective should emphasize relevant qualifications and experiences, as well as any technical skills, certifications, and professional development related to the position.

• Display expertise in troubleshooting, diagnosing and resolving software and hardware applications issues.
• Highlight knowledge of operating systems, hardware, databases, and application software.
• Prove experience in configuring and installing applications, software updates, and bug fixes.
• Show proficiency in maintaining application systems and providing end-user technical support.
• Demonstrate strong capabilities in monitoring application performance and conducting system maintenance.
• Highlight experience in identifying and resolving software and hardware problems.
• Show ability to document procedures and provide training to users.
• Demonstrate excellent communication, problem-solving, and customer service skills.

How do you list Application Support Analyst skills on a resume?

When creating a resume for an Application Support Analyst position, it is important to highlight key skills that would make you successful in the role.

A resume should be tailored to the job that you’re applying for, so make sure to list the skills that are most relevant to the job.

Below are some of the skills to include when listing Application Support Analyst skills on a resume:

• Database Management: Application Support Analysts must be comfortable working with MS SQL, Oracle and MySQL databases. Demonstrating the ability to create databases, maintain and optimize them is essential in this role.
• Troubleshooting: Application Support Analysts should have excellent problem-solving skills and be able to troubleshoot quickly and efficiently.
• Technical Support: Having a technical background and experience in providing support for hardware and software applications is important for this role.
• Customer Service: Application Support Analysts often have to interact with customers and provide them with help and support. Good customer service skills are essential.
• Communication: Strong communication skills are necessary to explain technical concepts to non-technical people.
• Multitasking: Application Support Analysts must be able to juggle multiple tasks at once and handle a wide range of issues.
• Documentation: Application Support Analysts should have experience creating and maintaining technical documentation.

By highlighting these skills on your resume, you will be able to show potential employers that you are a great fit for the role.

What skills should I put on my resume for Application Support Analyst?

When it comes to creating an effective resume for an Application Support Analyst position, you’ll want to make sure that you include any relevant skills that show you are a qualified candidate. Here are a few suggested skills to include on your resume:

• Technical Knowledge: As an Application Support Analyst, you will be responsible for troubleshooting software problems and providing technical support. You should make sure to include any technical skills or knowledge you have related to applications, databases, operating systems, and software development.
• Problem-Solving: It’s important for Application Support Analysts to be able to identify and solve problems quickly and efficiently. Make sure to showcase your problem-solving skills by highlighting any relevant experience you have in troubleshooting and resolving software issues.
• Customer Service: As an Application Support Analyst, you will be working with customers to provide technical assistance and support. Be sure to include any customer service experience you have, such as providing support over the phone or in-person.
• Attention to Detail: When troubleshooting software problems, it’s essential to pay attention to detail. Make sure to emphasize your ability to pay close attention to details when developing solutions.
• Analytical Skills: As an Application Support Analyst, you will need to analyze and evaluate data to detect problems and identify areas for improvement. Showcase your analytical skills by highlighting any relevant experience you have in data analysis and process optimization.

By including these key skills on your resume, you can demonstrate your qualifications for an Application Support Analyst position.

Key takeaways for an Application Support Analyst resume

An Application Support Analyst resume should have a few key takeaways to make it stand out from the competition. These takeaways include highlighting your experience in troubleshooting applications, technical skills, and customer service experience.

First and foremost, it’s important to showcase your experience in troubleshooting applications. Application Support Analysts are responsible for troubleshooting and resolving technical issues with software applications and systems. You should highlight any experience you have in this area and discuss the challenges you’ve faced and the solutions you’ve implemented.

It’s also important to focus on your technical skills. Application Support Analysts must have technical expertise in various programming languages, databases, and operating systems. Be sure to include any programming languages, databases, and operating systems you’re familiar with.

Finally, you should highlight your customer service experience. Application Support Analysts are often the first point of contact for customers, so strong customer service skills are a must. You should include any customer service experience you have, such as responding to support tickets, phone support, or working with customers in person.

These are just a few of the key takeaways for an Application Support Analyst resume. By highlighting your experience in troubleshooting applications, technical skills, and customer service experience, you can give your resume the edge it needs to stand out from the competition.

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