Software Application Technical Support Engineer

You will be responsible for providing application deployment and remote or onsite technical support for clients who have critical response time requirements for their business systems. You will work independently and as part of a team to urgently analyze technical issues, troubleshoot over the Email/Phone or via remote access or on site, and escalate problems when appropriate. Provide 1st & eventually 2nd level (after good training on company products) support for production issues across multiple applications, including problem identification, definition and implementation of short-term work around and coordination of long term software solution with business analysis and development team. Setup, configure and maintain monitoring for the deployed systems Maintain the company knowledge base related to deployment of new applications and resolutions for known issues Write internal administration guides for the applications and trains the staff in case of new deployment processes are introduced Install and configure clients’ environments on request - onsite or offsite Perform advances investigation of issues including source code investigation and network troubleshooting; Monitor trouble management system to ensure all reported production issues are addressed according to published service level agreement. Diagnose and resolve day-to-day live system issues in timely manner based on their severity. Clear understanding of software development lifecycle methodologies and documentation standards Maintain ongoing communication with end-users, business analysts, QA team, and development team on reported issues Coordinate, Review and respond to system audit alerts in a timely manner Ability to write, modify, and execute SQL queries for SQL Server Configuration of local machines to clone client's production environment for troubleshooting reported issues Effectively record and monitor progress of all issues raised, providing feedback to the business users as required Liaise with other support/development teams to resolve cross system issues Maintain application support documentation Test configuration changes in a test environment prior to pushing into production Design and support application reports Maintain confidentiality with regard to the information being processed, stored or accessed Provide evening and weekend support in response to needs of the applications being supported if necessary Read and recognize the function of SQL queries to perform troubleshooting related to application changes and releases

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