Position: Application Support Engineer
Company: EPAM
Category: Sysadmin
Experience required: 3y
English level: upper

Application Support Engineer responsibilities include resolving customer specific .NET applications issues, configuring multiservice web .NET applications, upgrading and configuring Windows and 3rd party components. Also job included creating SQL queries for data extracts from MS SQL server and finding issues in the data tables.

Working hours is 12x5 coverage with 2 shifts 8-17 and 11-20 Kyiv time. There are no planned overtimes for this job.

Responsibilities

Taking ownership of customer issues reported and seeing problems through to resolution
Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
Perform software releases and data updates
Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues
Perform software releases and data updates for customer’s systems
Track computer system issues through to resolution, within agreed time limits
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Monitoring production systems to ensure that IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals

Requirements

Proven work experience as Application Support Engineer, Windows Support Engineer or similar role
Hands-on experience with Windows environments
Good knowledge of the Microsoft SQL Server - candidate should be able right SQL queries and understand how MS SQL servers components work
Good knowledge of the MS IIS – be able identify problems and configure servers
Base knowledge of the web applications technologies (HTML, SSL, REST/SOAP, etc.)
ITIL v.3 (incident, change and problem management)
English B1+ (to be able to speak to US team and customer service managers)
Good understanding of administrating Windows Servers systems
Ability to diagnose and troubleshoot technical issues
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Nice to have skills

Experienced in maintenance, support and data migration area
Experience with SOAP UI or similar testing products
Hands-on experience with PowerShell programming
Ability to read and understand web .NET applications