Application support analyst & support engineer

AppLink GmbH Germany is looking for a full time / two half time Application Support Analyst and Support Engineers to join our expanding team at a successful, dynamic software company, specializing in connectors for event- and incident management systems. These roles would suit either recent graduates interested in data analytics or programming, or more experienced engineers looking to further develop their skills and careers.

Responsibilities include

- Support, optimization and customization of our certified integration
- Managing cases, requests and enhancements using online tools and processes
- Ensuring that client systems are fully operational and any loss of service is restored in a timely and efficient manner
- Providing a high level of service to our customers via email, phone, WebEx and adhering to our strict SLAs for response and restoration times
- Problem determination, workaround resolution, root cause analysis, major incident management
- Deployment of service releases, patches, requests and customizations
- Ensure that solution and application support documentation is maintained to the highest quality and
accuracy
- Create productive relationships with and between key stakeholders

Other Responsibilities

- To assist with the support of internal applications and infrastructure
- Enablement of a ticketing system (Jira) that acts as the frontend for the customers to file support cases and manage them internally
- Enablement of a knowledge DB (Confluence) that acts as a source for customers and internally to resolve common issues quickly
- option to assist in R&D activities

Required Skills
- Previous experience dealing with support cases or requests via e-mail, telephone and in person
- BS degree in Information Technology, Computer Science or equivalent
- Excellent analytical and problem solving skills
- Practical experience of Windows Server, Linux, Apache Tomcat and networking
- Ability to understand the logic flow of programming through reading Java, Shell Scripts and XML content.
- Ability to work independently as part of a team not located in Moldavia
- Understanding of software development cycle
- Excellent written and spoken English
- Flexibility - responsibilities may require occasional but rare evening and weekend work

Desirable Skills
- Proven working experience in enterprise technical support, IT support or as a technical engineer
- Familiarity with enterprise level IT management systems is advantageous
- Familiarity with source control and development IDEs ( java, eclipse, git, bitbucket )
- Understanding of change and release management

To apply, email your resume to karl.gruber@applink.de along with your salary requirement with subject "Support Engineer" or call us on +49 172 4178569.
Please, no recruiters or agencies.