IT Application Support Specialist

Position Summary:  

IT Application Support Specialist will be responsible for investigating and troubleshooting application issues, feature requests and bug resolution. You will be working closely with the IT Support, Database and Application Development teams. You will be responsible for identifying bugs and opportunities for improvement in existing applications, and clearly communicating these to the appropriate Application Development team.

 Responsibilities:    

• Provide first level technical support, maintenance and troubleshooting for hardware and software in a Microsoft Windows environment for our FYX platform (including web and mobile apps)
• Provide input to design requirements associated with FYX platform future roadmap
• Provide user guidance for client designated mobile/web applications as requested
• Troubleshoot and resolve mobile device issues or problems with device hardware and software to the FYX Apps.
• Perform functional testing and documentation to support the readiness of new solutions
• Provide basic troubleshooting and problem resolution proficiencies in the following:
  • Mobile Device Hardware from multiple vendors such as Apple, Samsung, HTC, Motorola, etc.
  • Mobile Device Software Operating Systems from multiple vendors such as iOS & Android
• Manage trouble tickets using the client designated corporate ticketing system (ServiceNow)
• Provide input to design requirements associated with continued installation, integration, and testing of the smart phone information systems.
• Support the customer in developing and maintaining all technical and procedural documentation pertaining to customer designated enterprise mobile device configurations, technical support, processes, and procedures.
• Update & Create knowledge base and work instruction documentation
• Escalate trouble tickets with the appropriate Tier 3 support (Developers or Infrastructure) when more advanced troubleshooting is required.

 Qualifications:    

• Minimum of 1 to 3 years of application development support experience

• Bachelor's Degree in computer science/information technology or related field or relative experience

• Solid working knowledge of mobile OS platforms (iOS, Android)
• Excellent verbal and written communication skills
• Experience working in a team
• Mobile Device Management and troubleshooting experience 
• Knowledge about the Application Development Lifecycle is a plus
• Strong organizational and time management skills
• Ability to handle multiple tasks and projects simultaneously
• Ability to adapt quickly to shifting priorities and work in a fast-paced environment
• Ability to work independently
• Ability to assess a problem and to coordinate and execute solutions
• Ability to determine timeline challenges early and be able to handle frequent interruptions
• Ability to take responsibility for and ownership of deliverables through to completion