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Application Support Engineer

Keywords / Skills : Application Support, Application support engineer, Support engineer, Data Access, Web-based mechanism:, SQL , Java , XML , SOAP (Preferred), Oracle , UNIX , Apache , ITSM, ITIL, Incident Management, Problem Management

3 - 8 years
Posted: 2018-06-27

IT/ Computers - Software
Other Information Technology
Posted On
27th Jun 2018
Job Description
Application Support Engineer

Position Summary:

The primary function of the Application Support Engineer is to provide second level support to the internal business units for all escalations, and priority completion of Production Orders alongside analysis for all escalated issues to determine the root cause.

This a Tier 2 position that will require a detailed level of investigation for all reported incidents and decide whether it warrants further investigation and fixes by Tier 3 support. The work is performed under the supervision of Technical Application Support Lead.

Duties and Responsibilities:

Include but are not limited to the following:

• Provide technical application support to incidents reported by the internal business units

• Priorities include:

o Resumption of service

o Order continuity

o Deep level investigation of the incidents

• Release temporary fixes to affected orders that may require SQL scripts, SOAP requests and/or batch scripting

• Author wikis/confluence pages for known issues and workarounds

• Work closely with Tier 3 support to understand the underlying issue and own the reported issue until closure and delivery

• Analyse the daily In Progress Orders report to sift new issues and proactively address these

• Identify new issues and log them to the known daily report classification list

• May require occasional travel to Australia

• Other duties outlined by the Development Manager and/or Technical Support Lead


Technical Qualifications:

• Data Access, Web-based mechanism:

o SQL (Required)

o Java (Required)

o XML (Required)

o SOAP (Preferred)

o Oracle (Required)

o UNIX (Required)

o Apache (Required)

• ITSM Experience (ITIL)

o Incident Management

o Problem Management

• At least 3 years experience in:

o Service-Oriented Architecture

o Customer Relationship Management System

Minimum Qualifications:

• A Degree in a Technology Field

• Demonstrated success in working with people in establishing goals and objectives

• Strong communication and collaboration skills

• Experience in providing technical application support

• Ability to perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner.

• Demonstrate integrity, ingenuity and innovation in the performance of assigned tasks

• Ability to easily adapt to and learn new technologies

• Perform duties and responsibilities independently

• Proficient knowledge of database structure, SQL scripts, Service Oriented Architecture, web programming

About Company

iFORTE provides HR services and digital platform for Recruitment, Contract Staffing & Payroll Services.
We processed payroll for more than a thousand employees worth RM6 Million on a monthly basis.
We have more than 15 years of HR experience, a member of MIHRM and is ISO 9001 certified.

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