Application Support Engineer

THE OPPORTUNITY

• Monitor assigned Service Desk queues for requests. Prioritize, resolve, and escalate tickets appropriately.
• Maintain compliance with Service Level Agreements and adhere to relevant clocks. Engage with stakeholders to provide updates accordingly.
• Proactive and ongoing communication and engagement with Service Desk, end users, team members, and vendors with the view of resolving issues, service requests, and problems.
• Working with application vendors to troubleshoot issues and identify workarounds and resolutions.
• Perform maintenance routines including monitoring, extracting, and clearing log files, arranging restarts of services and other hardware.
• Maintain documentation for enterprise applications portfolio in consultation with product and project teams.
• Adhere to security standards.
• Developing processes and procedures and identifying areas of improvement
• Provide support and mentoring to colleagues as required

Desired Experience

• At least 4-5 years’ experience as an Applications Support Engineer / Administrator in a Managed Service environment or large government agency
• Strong knowledge of software applications & operating systems
• Experience with installation, configuration, and upgrading of applications
• Knowledge of application deployment tools
• Experience with scripting languages (e.g., PowerShell, Python)
• Ability to prioritize and multitask in a fast-paced environment
• Attention to detail & strong organizational skills
• Ability to analyse complex problems, troubleshoot issues, & develop effective solutions
• Ability to follow standard operating procedures (SOPs), runbooks & knowledge articles – ability to enhance & refine these artifacts
• Working knowledge of Microsoft ecosystem technologies (Power Platform, SharePoint, Power BI, M365 & Azure environments)
• Basic understanding of application integrations, APIs & data flows
• Competence in SQL querying & database troubleshooting for diagnostics
• Familiarity with IT monitoring & logging tools
• Strong communication & collaboration skills necessary for working with various stakeholders

WHAT MAKES US NRI?

Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward - so that you're always ahead of tomorrow.

We're that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success - across business, government and beyond.

We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We're backed by a global reach that makes us a truly game-changing alternative in the digital services space - with local decision-making and authority. And we're powered not just by technology, but by passionate people who are fearlessly committed to getting it right for our customers.

Transformative digital solutions take the right team, making the right moves at the right time.

You've found yours with NRI.