What are the responsibilities and job description for the Application Support Engineer-Level 1 position at Andor Health?
Job Title: Application Support Engineer-Level 1 Location: Orlando, FL
Job Type: Full-time Reports to: Appl Support Mgr
The Level 1 Application Support Engineer is responsible for providing technical support to end-users over the phone and via email, routing issues to proper departments and ensuring the smooth functioning of Andor applications.
Primary Responsibilities And Essential Functions
Job Type: Full-time Reports to: Appl Support Mgr
The Level 1 Application Support Engineer is responsible for providing technical support to end-users over the phone and via email, routing issues to proper departments and ensuring the smooth functioning of Andor applications.
Primary Responsibilities And Essential Functions
- Customer Communication:
- Communicates effectively on calls, understanding the issued reported by the client or patient, and gathering all required information.
- Connects each reported issue to the appropriate workflow.
- Resolves or escalates issues, as required.
- Is proactive in calling clients or patients back and providing updates.
- Exhibits empathy and professionalism along with limited technical jargon over phone calls.
- Ticket Management:
- Creates Zendesk tickets, filling in all required fields
- Creates Azure Devops tickets, escalating to the proper teams as necessary.
- Assigns Devops tickets to the correct areas or iterations.
- Has the knowledge of various teams and areas in Devops and exhibits initiative by updating the iterations after every sprint.
- Monitors tickets regularly and reaches out to concerned parties with updates, providing updates in a timely fashion.
- Process Knowledge:
- Navigates Power BI reports, obtains required data by selecting the correct options, and correlates the data from Power BI to existing tickets/issues reported.
- Regularly fills the monitoring spreadsheet with correct inputs and reports abnormalities in the Power BI data.
- Ownership & Initiative:
- Keeps track of all their open tickets until they are closed, as well as updating and assisting other team members with theirs, when necessary.
- Regularly updates tickets assigned to them on a client basis.
- Participates in meetings with clients and Project Managers by providing information to clients.
- Participates in weekly team meetings by bringing up new topics.
- Performs other related duties as assigned.
- Associates degree and/or 3-4 years work experience in an application support position
- Knowledge of basic computer hardware/software
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
- Strong documentation skills
- Ability to present ideas in concise, user-friendly language
- Experience in Microsoft Office applications including Excel and Outlook
- Knowledge of MS SQL
- Experience in healthcare industry
- Experience with ticketing system(s)