What are the responsibilities and job description for the Application Support Engineer position at National Cooperative Bank?
IT, VA Office
The Application Support Engineer’s role is to manage and optimize systems to ensure high levels of availability and security of the supported business applications in an in-house or hosted environment. This individual also participates in the planning and implementation of policies and procedures to ensure system provisioning and maintenance that is consistent with company goals, industry best practices, and regulatory requirements. They also have working knowledge of the skills required to provision, manage, monitor, and decommission cloud services. Strong M365 and Azure administration skills with hands-on experience managing and configuring M365 applications and Azure services.
Responsibilities
Strategy & Planning
Formal Education & Certification
The Application Support Engineer’s role is to manage and optimize systems to ensure high levels of availability and security of the supported business applications in an in-house or hosted environment. This individual also participates in the planning and implementation of policies and procedures to ensure system provisioning and maintenance that is consistent with company goals, industry best practices, and regulatory requirements. They also have working knowledge of the skills required to provision, manage, monitor, and decommission cloud services. Strong M365 and Azure administration skills with hands-on experience managing and configuring M365 applications and Azure services.
Responsibilities
Strategy & Planning
- Participate in and support capacity planning and the development of long-term strategic goals for systems and software in conjunction with end-users and department managers.
- Coordinate with the Service Desk, Desktop Support, Infrastructure Support and Security Operations teams to implement systems that utilize industry best practices to meet corporate objectives.
- Deployment of enterprise systems and applications across server, workstation, cloud, and mobile platforms.
- Manage all user-facing applications in cloud, hosted, and on-premises environments.
- Manage enterprise collaboration solutions such as Microsoft Exchange, Teams, SharePoint, and OneDrive.
- Manage VOIP solutions and Teams calling integration; including call queues, hunt groups, voice recording
- Ensure the integrity and security of enterprise data in cloud, hosted, and on-premises environments and during data transfer in accordance with business needs and industry best-practices regarding privacy, security, and regulatory compliance.
- Manage end user accounts, permissions, and access rights in accordance with best-practices regarding privacy, security, and regulatory compliance.
- Perform and test recovery procedures for supported applications.
- Anticipate, mitigate, identify, troubleshoot, and resolve enterprise application issues.
- Practice asset management, including maintenance of system and application inventory and related documentation.
- Support application development teams throughout project lifecycles.
- Analyze system and application performance.
- Recommend, schedule, and deploy application upgrades, patches, and configuration changes.
- Conduct research on emerging products, services, protocols, and standards in support of system procurement.
- Create required reports in response to business user needs.
- Participate in discussions with vendors to configure and secure managed applications.
- Develop, document, and maintain procedures for system administration and appropriate use.
- Manage and/or provide guidance to junior members of the team.
- Facilitate system access and work with third parties’ technical supports to install, upgrade, maintain and troubleshoot vendor supported applications.
- Monitor key metrics to maintain optimal application performance and availability.
- Perform periodic application lifecycle review to ensure timely upgrade of applications, systems, platforms, and operating systems.
- Work closely with IT relationship managers to monitor service level agreements for third-party cloud solutions; manage escalations as needed; facilitate license and cost optimization
Formal Education & Certification
- College diploma or university degree in the field of Information Technology and/or 5 years equivalent work experience.
- Certifications in Microsoft technologies or solutions
- Working technical knowledge of network, PC, and platform operating systems, including Windows 2016-2022 and Windows 11
- Experience supporting web-based applications (both in-house and commercial off-the-shelf) running on Microsoft IIS
- Working technical knowledge of current systems software, protocols, and standards, including Active Directory Domain Services, directory/site design, group policy management, certificate services deployment and management, DHCP, DNS
- Basic understanding of networking principles, including key protocols (TCP/IP, HTTP/HTTPS, DNS), ports, VPNs, and diagnostic tools to troubleshoot application connectivity issues.
- Hands-on software and hardware troubleshooting experience.
- Experience with data management.
- Experience documenting and maintaining configuration and process information.
- Knowledge of applicable data privacy practices and laws.
- Experience with virtualization technologies, such as VMware vSphere and Microsoft Hyper-V
- Experience with enterprise backup and replication tools, including Azure Recovery Vault Services, Cohesity and Zerto.
- Experience with virtual private cloud and public cloud operations, including Azure and AWS.
- Experience with cloud administration to include IAM, deploying services, service monitoring, managing resource consumption, configuration management, and service automation (i.e. Azure Document Intelligence)
- Experience with Solarwinds network performance monitoring tool
- Working knowledge of relational database management systems and tools, such as SQL Server database engine, SQL Server Management Studio, and Azure SQL
- Experience with data extraction, transformation and loading tools, such as IBM Infosphere Information Server, Microsoft Fabric, or similar solutions.
- Experience with Managed File Transfer software and client tools, including MoveIT Automation, MoveIT Transfer, Box.com, Axway Secure Client, Azure SFTP and FileZilla
- Experience with automation and orchestration tools such as Microsoft Power Automate and Microsoft Power Pages
- Working technical knowledge of Office 365, OneDrive, SharePoint and other AWS and Azure SaaS and PaaS services.
- Experience with administration and integration of PaaS solutions such as ServiceNow, Snowflake, SalesForce, and Microstrategy
- Strong customer service orientation.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Strong interpersonal and oral communication skills.
- Adept at reading, writing, and interpreting technical documentation and procedure manuals.
- Ability to conduct research into hardware and software issues and products as required.
- Ability to present ideas and solutions in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Ability and motivation to learn new skills and technologies quickly and with minimal guidance and support.
- Skilled at working within a team-oriented, collaborative environment.
- Staggered hours to provide coverage for the IT operations support window, currently from 7:00 AM to 7:00 PM, but subject to change in the future.
- After hours, weekend, and on-call support as needed
- Occasional travel is required (less than 5%)