MINIMUM QUALIFICATIONS

EDUCATION, TRAINING, AND EXPERIENCE

• Associate's degree in computer related field supplemented by specialized coursework in the area of technology, and 1 to 2 years of experience developing technical expertise; or any equivalent combination of training and experience which provides the required knowledge, skills, and abilities. Working knowledge of physical IT infrastructures 

Preferred Qualifications

Technical & Infrastructure Expertise

• Enterprise Application Management: Proven track record in administering and maintaining complex, large-scale application systems, including specific experience with Learning Management Systems (LMS).
• Connectivity Troubleshooting: experience diagnosing and resolving network connectivity issues related to proxies and content filters.

Operational & Support Skills

• Advanced Technical Support: Experience providing Tier 2 and Tier 3 technical support, including performing root cause analysis (RCA) and managing end-to-end problem resolution.
• System Maintenance: Proficiency in monitoring application health, publishing maintenance schedules, and managing user access and administrative accounts.
• Vendor & Developer Collaboration: Demonstrated ability to liaise with external vendors for product evaluation and support, while working closely with internal development teams to tune application performance.
• Process Automation: Hands-on experience using automation tools to improve technology efficiency and streamline repetitive administrative tasks.

Professional & Soft Skills

• Communication & Presentation: Ability to articulate complex technical concepts clearly to both technical staff and senior management through formal presentations and written documentation.
• Project & Time Management: Exceptional organizational skills with the ability to multitask and manage projects effectively in high-pressure, fast-paced environments.
• Customer Centricity: A strong commitment to customer service, characterized by active listening, a professional attitude, and the ability to work with diverse user groups.
• Adaptability: Proven ability to research and resolve ambiguous problems, learn new content areas quickly, and take the initiative to work independently

Skills

• Strong experience in enterprise applications control toolset.
• Good knowledge and demonstrated troubleshooting abilities on connectivity issues due to firewall, load balancer, proxy, content filter, and others.
• Hands-on experience in process automation, best practice approach, technology efficiency, and effectiveness.
• Experience with monitoring tools is a plus.
• Understands software and hardware requirements of varied departmental systems.
• Understands the workflow and process requirements of complex application systems.
• Demonstrated ability to be the subject matter expert in supporting, maintaining, and administering complex applications including a Learning Management System. 
• Excellent problem solving/analytical skills and knowledge of analytical tools.
• Display and execute logical and complex troubleshooting methods.
• Preferred experience in failover, high availability, disaster recovery, business continuance.
• Preferred knowledge of Web Services and Services Oriented Architecture.
• Excellent verbal, written communication, and negotiations skills.
• Demonstrated soft skills required such as presentation of ideas and clearly articulate the concepts to peers and senior management.
• Ability to effectively interface with technical and nontechnical staff at all organizational levels.
• Strong customer service and problem solving skills.
• Ability to provide outstanding customer service, be a good listener and work well with others.
• Self-motivated, able to work independently, and takes initiative.
• Ability to multitask in a fast-paced environment.
• Outstanding attention to detail with superior time and project management skills.
• Demonstrated ability to work successfully with a diverse group of customers.
• Ability to learn new content areas and new skills quickly and well required.
• Professional attitude and work habits.
• Understands business function related to the application.
• Ability to research and work through ambiguous work situations.

Duties and responsibilities

• Tests, debugs, implements, and supports applications for specific programs. Assists in the modification of certain products and/or customer/internal systems to meet the needs of the client and/or end-userMonitor software applications, document and analyze problems, and publish maintenance schedule
• Set up administrator and user accounts 
• Develops and verifies access to applications
• Interact with users and evaluates vendor products
• The candidate shall serve as part of a team responsible to maintain system availability rate of 99%
• Troubleshoot and resolve any reported problems
• Develop process automation and create and maintain system documentation
• Work closely with application development teams and vendors to tune and troubleshoot applications
• Provides second level of technical support for all corporate systems and software components
• Provide Level 3 type support for applications. Provide remote support before and after normal working day timeframe, in times of urgency
• Liaise with vendor support on all issues
• Fully responsible for problem management activities such as issue resolution and root cause analysis
• Daily monitoring and maintenance activities
• Responds to dial-in help requests and follows up with technical support to fix issues and share knowledge and solutions.  Continuously improves response processes.