Responsibilities of Support Engineer

• Takes direction from the Application Program Manager and Business Analyst for tasks and work items
• Provides regular and concise status reports on all activities as required
• Monitors Service Now tickets and responds within the SLA terms and provides excellent and quality on-call support when needed
• Works with partner teams (Application Maintenance, Consumer GSO, Infrastructure, DBA, Service Desk, Server, DBA, Security) to provide support for Service Desk tickets pertaining to Level 3 Application and system
• Provide a quick and professional analysis/troubleshooting for production-related escalation
• Provide proactive support for efficient operation and to avoid recurrence of know issues
• Performing critical Level 3 support activities for resolution of application defects or User issues and ensure production stability
• Development for minor code changes to resolve application / system issues or deliver new functionality for User Change Requests
• Develops application/system test cases to fully test newly developed code or solution fixes
• Undertakes application/system testing and verification for all newly developed fixes and new code including logging and resolving any defects found during testing
• Manage Business User Acceptance Testing (UAT) for Change Request code changes
• Ability to communicate and train the CTECH IT T1 and T2 support staff on any new application/system fixes and features