What are the responsibilities and job description for the Application Support Analyst (Level 2) - Remote position at C4 Technical Services?
Application Support Analyst
Remote
Technical Skills :
Professional or equivalent experience working with Microsoft Windows and Microsoft productivity software (e.g. Microsoft 365, Microsoft Office), including but not limited to being comfortable working with collaboration tools such as Microsoft Teams, OneNote, SharePoint.
Scheduling and updating meetings with Microsoft Outlook Calendar.
Effectively manage Microsoft Outlook Mailbox with high volume of emails.
Working experience with ticket management system for incident and request management, ServiceNow is preferred.
Clear ability to interpret ticket performance, trends, and escalation concepts.
End-user computer and network troubleshooting skills.
Preferred Requirements :
High sense of urgency.
Curious, self-learner.
Problem solver.
Nimble and adaptable, learn on the job.
Minimum of two years supporting CaseWare Working Papers is preferred.
Intermediate Microsoft Excel working knowledge is a plus (nesting of formulas, pivot table basics. Filtering, sorting, data validation).
Experience supporting Windows Server, File Share systems, and Windows Active Directory.
Practical basic knowledge of at least one tool / programing language is a plus (e.g. SQL, PowerShell,C#,Python).
Clear understanding of client / server architectural concepts.
Special Requirements :
Critical to have reliable availability between January-March
Comfortable working independently under minimal supervision most of the time, yet, remaining highly productive.
Very strong organizational and time management skills to handle concurrent priority task assignments on-time.
Good communication skills both written and verbal.
Ability to work in a highly collaborative environment and consult effectively with employees at all levels.
Strong attention to detail, motivation, and initiative.
Works well under pressure of deadlines and troubleshooting unexcepted issues of a production system environment.
Ability to timely report work progress status in a consistent and efficient professional manner.
Track record of clearly documenting work done in support tickets, and timely updating / resolving them after adequate validation and communication of resolution to end-users.
Consistently maintain personal business availability reflected accurately on Outlook Calendar with minimum two weeks in advance.
Must be diligent to avoid execution errors that may lead to disruption of business operations.
Must be comfortable following extensive troubleshooting guides containing multiple steps involving various systems.
Must be comfortable actively working with multiple active sessions / windows open on the computer screen (monitor).
Must be comfortable handling large quantities of data in spreadsheets and systems.
Must be comfortable working primarily using e-mails.
Must be comfortable and effective in performing repetitive tasks.
Ability to work independently primarily outside of business hours, including but not limited to making and answer calls and remotely connect to troubleshoot systems on reliable internet connection.
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