L2 Application Support Technician (Overnight Shift 9pm-6am M

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

About the position

The L2 Application Support Technician at Ardent Mills is responsible for providing production support, incident management, and problem resolution for enterprise and in-house applications. This role involves troubleshooting issues, implementing solutions, and offering technical guidance to end-users, primarily during the overnight shift. The technician will work closely with product owners and developers to enhance application support and ensure high-quality service delivery.

Act as level 2 application support for requests and issues from facilities and offices.
Respond to incoming tickets, accurately identify, diagnose, prioritize, and resolve tickets within established SLA standards.
Monitor and troubleshoot in-house custom applications, system integrations, and data quality using monitoring tools like Azure Alerts and Azure Monitor.
Participate in an after-hours support rotation to provide support to end-users.
Perform escalations to vendors or internal departments when necessary and collaborate to resolve issues.
Collaborate with software engineering, product owners, vendor support teams, and helpdesk for all support-related activities.
Support projects for software upgrades and new deployments.
Create and maintain documentation for standard Technical Support policies, procedures, and practices.
Develop how-to documentation, training material, and FAQs for team members.
Work effectively in a team environment to provide prompt support with a positive customer service attitude.

1+ years' experience in Information Technology and technical support.
Experience with ITSM tools and processes (i.e. ServiceNow and Azure DevOps).
Experience with alert monitoring and system troubleshooting (i.e. Azure Alerts, Azure Monitor, Azure App Insights, Azure Data Factory).
Experience with RESTful API integration and JSON/XML data formats.
Experience providing excellent customer service.
Experience troubleshooting software issues by reviewing code.
Be tech-savvy and able to learn new software quickly.
Exhibit a strong work ethic and responsible behavior, maintaining confidentiality of information.
Excellent interpersonal skills with both technical and non-technical personnel.
Analytical and problem-solving skills.
Strong organizational skills and ability to prioritize work to meet deadlines.

2+ years' experience in Information Technology and technical support.
Experience with SQL/T-SQL (Structured Query Language), including executing queries and analyzing results.
Experience with Microsoft Azure.
Experience with Angular, .NET Core, Python, and KQL.
Experience with Microsoft Dynamics / D365.
Experience supporting or leading projects.
Experience supporting Enterprise level applications.
Experience in application lifecycle management.
Experience as a DevOps Engineer, Software Engineer, or similar role.
Knowledge of ITIL Processes.