Job Description

STRATEGIC STAFFING SOLUTIONS HAS AN OPENING!

Job Title: L1 Application Support Engineer

Locations: Phoenix AZ, Chandler AZ, Charlotte NC, Des Moines IA, Iselin NJ, Dallas TX, or Minneapolis MN).   *****On-Site 3-Days Per Week

Duration: 12+ Months
Role Type: W2 Contract Engagement

Job Description: The L1 Application Support Engineer is responsible for providing first-level technical support to end-users for issues related to applications and systems. This role involves diagnosing, troubleshooting, and resolving basic technical problems, ensuring minimal disruption to business operations. The L1 support engineer acts as the first point of contact for user inquiries and is expected to escalate complex issues to higher-level support teams as necessary.

Key Responsibilities:

1. Issue Diagnosis and Troubleshooting:

• Address and resolve end-user issues related to applications, including login issues, system errors, and connectivity problems.
• Utilize diagnostic tools and perform basic troubleshooting to identify the root cause of issues.

2. Ticket Management:

• Document, track, and manage support tickets in ticketing systems like Jira, ServiceNow, or Zendesk.
• Prioritize tickets based on severity and ensure timely resolution in line with service-level agreements (SLAs).

3. Escalation and Collaboration:

• Escalate unresolved or complex issues to higher-level support teams (L2 or L3) or relevant IT departments.
• Collaborate with developers, system administrators, and other teams to support quick issue resolution.

4. Monitoring and Maintenance:

• Regularly monitor applications to detect potential issues before they impact users.
• Conduct health checks and report on the status of systems and applications, performing basic maintenance tasks when necessary.

5. User Communication and Training:

• Communicate solutions to end-users in a clear and professional manner.
• Provide guidance on basic usage and troubleshooting steps to help prevent repeat issues.

6. Documentation and Knowledge Management:

• Update and maintain a knowledge base of common issues, troubleshooting guides, and solutions.
• Document resolutions for recurring issues to streamline future support.

Required Skills and Qualifications:

• Basic understanding of software applications, networks, and operating systems.
• Experience with ticketing systems like Jira or ServiceNow.
• Strong problem-solving skills with attention to detail.
• Effective communication skills for both technical and non-technical users.
• Ability to work well in a fast-paced, team-oriented environment.

Preferred Qualifications:

• Familiarity with SQL, scripting languages, or basic programming (optional, depending on role complexity).
• Previous experience in a technical support role.
• Knowledge of ITIL processes and principles.

• 4-5 years experience in Enterprise Tools like BigPanda, Netcool, Splunk,
• AppDynamics, Thousand Eyes, Grafana, Autosys, Puppet, Service Now, Python, Shell Scripting, .net, Mulesoft, Oracle, Open Shift a plus

 This role is operational across 300 Tools; focused on alert resolution, incident, escalation

 This role is ideal for individuals with foundational IT skills looking to grow in technical support and application management, as well as develop strong troubleshooting and communication abilities.

  The four pillars of our company are to:

• Set the bar high for what a company should do
• Create jobs
• Offer people an opportunity to succeed and change their station in life
• Improve the communities where we live and work through volunteering and charitable giving