Application Support Analyst

Role Overview

• Provide technical administration and break/fix support for the In-Scope Environments.
• Support for Client’s Customizations, Extensions, Modifications, Localizations, and Integrations for In-Scope Applications.
• Functional and technical support for the In-Scope Applications.
• Answer phone calls for urgent issues and Priority 1 and Priority 2 reported incidents and respond to user-entered incidents on the Ticketing Systems and record incidents in the Ticketing Systems.
• Maintain status on incidents in the Ticketing Systems and their progress towards resolution.
• Work closely with product engineering teams or directly with source code.
• Dispatch an incident to the appropriate tier II support group when first call resolution is not possible and manage the incident through its lifecycle.

Requirements

• 5+ years of experience in a technical support role providing tier 2/3 support, with mid-level expertise in IT solutions within an oil and gas/refinery environment.
• Strong understanding of Azure Cloud Services, Web Application, and Mobile Application deployment.
• Expertise in application incident management and root cause analysis
• Experience with maintaining documentation required for knowledge management systems
• Proven ability to troubleshoot and resolve technical and procedural issues
• Knowledge of server operations, infrastructure, web interfaces, and remote access tools
• Knowledge of network security practices and anti-virus programs
• Desire and ability to carry a mobile phone for client and/or for Long View Systems support
• Excellent problem-solving and multitasking skills

Tech Stack

• Azure
• Cloud

Benefits

• Medical
• Accident Insurance
• Critical Illness Insurance
• Dental
• Vision
• Health Savings Account (HSA) (LVS contributes $500 per plan year)
• Flexible Spending Account (FSA)
• Short-term Disability
• Long-term Disability
• Life Insurance
• Accidental Death & Dismemberment
• Voluntary Life and Accidental Death & Dismemberment
• Retirement Savings 401(k) (LVS contributes 5% of previous year’s W2 earnings) and ROTH
• Discount Program
• Employee Assistance Program