Application Support Engineer

Company: TTEC
Location: Portland
Posted on: May 14, 2022

Job Description:

At Avtex, a TTEC Digital Company, we're all about the Human Experience. Elevated. As an Application Support Engineer working remotely, -you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.The Application Support Engineer position is a pivotal role inside of the internal IT team, providing support and resolution on application-based issues that exceed the expertise of the preliminary helpdesk team. - They will work closely with their peers and users to understand the company-specific uses of key applications and assist with overcoming mid-level to complex challenges that are troubling the business. The position will also help build out knowledge base articles for help in solving reoccurring situations and be involved in some project-based work to help implement longer-term solutions.During a Typical Day, You'll

• Maintain general knowledge of key business applications to assist with providing support and possibly enhancements and customizations as needed (estimated 60% of time).
• Fulfill daily requests for application support received via various methods of communication (estimated 40% of time).
• Assess customer needs and interpret requests to provide a remedy or make configuration recommendations using best practices.
• Diagnose and triage software problems, providing explanation of system capabilities to users as needed.
• Follow-up, resolve and/or escalate outstanding issues in a timely manner.
• Follow and help enforce effective application lifecycle management practices to ensure application stability.
• Assist with transitioning knowledge for internal applications from external resources to internal support team.
• Provide input into technical direction and governance of key business applications.
• Maintain productive and satisfactory relationships by delivering consistent, high-quality service.
• Create and maintain knowledgebase articles for use across all of IT.
• Provide general guidance to the helpdesk team as it relates to troubleshooting key business applications.
• Assist with identifying, authoring, and communicating tech tips to business users.
• Help maintain documentation for business process automation, integration, and migration projects.
• Work with team to review current processes and suggest new processes or updates to existing.
• Communicate effectively with peers, developers or contractors who may be assisting in other enhancements or customizations.
• Participate in projects as assigned and help maintain the backlog of active and pending initiatives.What You Bring to the Role
  • Bachelor's Degree in Information Systems, Computer Science, or a related field preferred.
  • 4 years of relevant support experience.
  • 2 years of experience with Microsoft Dynamics CRM and related technologies.
  • Familiarity with data migration/integration platforms like SQL Integration Services, KingswaySoft or Scribe.
  • Basic understanding of reporting tools like SQL Reporting Services or Power BI.
  • Proficiency in Microsoft Office suite (including Outlook, Excel, Visio, Word, PowerPoint) required.
  • Optimistic, proactive, energetic approach to work habits and communications.
  • Excellent written and verbal communication skills. This includes the ability to effectively translate technical concepts to non-technical personnel.
  • Understanding of business operations and processes.
  • Excellent time management, problem solving, and organizational skills. - The ability to multi-task is imperative.
  • Outstanding customer service skills.
  • Independent and self-motivated work ethic.
  • Skilled facilitator and problem solver.
  • Technically curious.
  • General understanding of integrations and migrations.
  • Advanced troubleshooting skills.
  • Ability to work as a member of a team and as an individual contributor.What You Can ExpectThe anticipated range for individuals expressing interest in this position is $70,000 - $75,000 This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels. Benefits available to eligible employees include the following:
    • Medical, dental, and vision
    • Tax-advantaged health care accounts
    • Financial and income protection benefits
    • Paid time off (PTO) and wellness time offAbout Avtex, a TTEC Digital CompanyAt Avtex, a TTEC Digital Company, we've worked hard to create a culture that promotes teamwork, creativity and an effective balance between work and the life outside of it. We are committed to attracting the best and brightest, retaining the best and brightest and building an enviable culture. In short, we want our employee experience to inspire people. We are passionate about building and sustaining an inclusive and equitable working environment. - We encourage all individuals who believe they have the skills and drive necessary to succeed in this position to apply. -In March of 2021, Avtex was acquired by TTEC. The acquisition is aligned to TTEC's continued focus on driving organic growth through the omnichannel enablement of the most innovative and disruptive brands in the digital economy. TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and every individual to bring value to the table in their own unique way. But don't take our word for it, check out some of the diversity and women in leadership awards on TTECjobs.com.#LI-Remote

Keywords: TTEC, Portland , Application Support Engineer, Engineering , Portland, Maine