Guardian Fueling Technologies
Application Support Technician
Guardian Fueling Technologies, Jacksonville, Florida, United States, 32290
Job Title: Application Support Technician
We are seeking a highly motivated and detail-oriented Application Support Technician to join our dynamic IT team. The ideal candidate will provide critical support for the organization's software applications, ensuring optimal performance, troubleshooting issues, and collaborating with cross-functional teams to resolve technical challenges. You will be responsible for identifying, diagnosing, and resolving application-related issues, as well as supporting end-users with application functionality and usability.
Key Responsibilities:Application Support & Troubleshooting:
Provide first-line and second-line support for internal and external users of business-critical applications.Investigate, diagnose, and resolve application issues, ensuring minimal disruption to business operations.Escalate complex issues to the appropriate technical or development teams as necessary.
Incident and Problem Management:
Monitor and manage application-related incidents and service requests through the ticketing system.Ensure timely resolution of issues in alignment with service level agreements (SLAs).Track recurring issues and work with the development or QA teams to identify root causes and implement preventative solutions.
User Support & Training:
Assist users with application-related inquiries and provide guidance on how to effectively use application features.Create and maintain user documentation, knowledge base articles, and training materials.Conduct application training sessions for end-users, ensuring they are equipped to use applications efficiently.
Collaboration & Communication:
Work closely with developers, system administrators, and other IT team members to maintain application performance and resolve technical issues.Communicate effectively with end-users, providing updates and ensuring they are informed of any ongoing issues or solutions.
System Monitoring & Maintenance:
Monitor application performance, system logs, and application health to identify potential issues before they affect users.Assist in the deployment of application updates, patches, and releases in collaboration with development teams.
Documentation & Reporting:
Maintain detailed documentation of support tickets, technical issues, resolutions, and troubleshooting steps.Generate reports on application performance, incident trends, and resolution statistics for management review.
Requirements
Qualifications:
Education:
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
Experience:
2+ years of experience in application support, IT support, or a related technical role.Strong troubleshooting skills with a demonstrated ability to resolve complex application issues.Experience working with enterprise software applications (e.g., CRM, ERP, HRIS, etc.) is preferred.
Technical Skills:
Familiarity with databases (SQL, Oracle, etc.) and experience with querying or data analysis.Knowledge of operating systems (Windows, Linux, etc.) and application server environments.Understanding of web technologies (HTTP, HTML, CSS) and application architecture.Experience working with Active Directory in a hybrid environment is preferred
Soft Skills:
Strong communication and interpersonal skills, with the ability to work effectively with both technical and non-technical teams.Excellent problem-solving and critical-thinking abilities.Ability to manage multiple priorities and work under pressure in a fast-paced environment.
Certifications (Preferred):
ITIL Foundation certification or similar IT service management certifications.Vendor-specific application certifications (e.g., Microsoft, Salesforce, SAP) are a plus.
We are seeking a highly motivated and detail-oriented Application Support Technician to join our dynamic IT team. The ideal candidate will provide critical support for the organization's software applications, ensuring optimal performance, troubleshooting issues, and collaborating with cross-functional teams to resolve technical challenges. You will be responsible for identifying, diagnosing, and resolving application-related issues, as well as supporting end-users with application functionality and usability.
Key Responsibilities:Application Support & Troubleshooting:
Provide first-line and second-line support for internal and external users of business-critical applications.Investigate, diagnose, and resolve application issues, ensuring minimal disruption to business operations.Escalate complex issues to the appropriate technical or development teams as necessary.
Incident and Problem Management:
Monitor and manage application-related incidents and service requests through the ticketing system.Ensure timely resolution of issues in alignment with service level agreements (SLAs).Track recurring issues and work with the development or QA teams to identify root causes and implement preventative solutions.
User Support & Training:
Assist users with application-related inquiries and provide guidance on how to effectively use application features.Create and maintain user documentation, knowledge base articles, and training materials.Conduct application training sessions for end-users, ensuring they are equipped to use applications efficiently.
Collaboration & Communication:
Work closely with developers, system administrators, and other IT team members to maintain application performance and resolve technical issues.Communicate effectively with end-users, providing updates and ensuring they are informed of any ongoing issues or solutions.
System Monitoring & Maintenance:
Monitor application performance, system logs, and application health to identify potential issues before they affect users.Assist in the deployment of application updates, patches, and releases in collaboration with development teams.
Documentation & Reporting:
Maintain detailed documentation of support tickets, technical issues, resolutions, and troubleshooting steps.Generate reports on application performance, incident trends, and resolution statistics for management review.
Requirements
Qualifications:
Education:
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
Experience:
2+ years of experience in application support, IT support, or a related technical role.Strong troubleshooting skills with a demonstrated ability to resolve complex application issues.Experience working with enterprise software applications (e.g., CRM, ERP, HRIS, etc.) is preferred.
Technical Skills:
Familiarity with databases (SQL, Oracle, etc.) and experience with querying or data analysis.Knowledge of operating systems (Windows, Linux, etc.) and application server environments.Understanding of web technologies (HTTP, HTML, CSS) and application architecture.Experience working with Active Directory in a hybrid environment is preferred
Soft Skills:
Strong communication and interpersonal skills, with the ability to work effectively with both technical and non-technical teams.Excellent problem-solving and critical-thinking abilities.Ability to manage multiple priorities and work under pressure in a fast-paced environment.
Certifications (Preferred):
ITIL Foundation certification or similar IT service management certifications.Vendor-specific application certifications (e.g., Microsoft, Salesforce, SAP) are a plus.