Application Support Analyst York Telecom
THIS JOB HAS EXPIRED % of Travel Required : None
Job Type : Full Time
Shift/Hours : First Shift (Day)
Career Level : Experienced (Non-Manager)
Education : Bachelor's Degree
Skill : Engineering -> Applications / Technical Support
Information Technology -> Applications Administrator - CM, Applications Development, Business Systems Analyst, Software Installation/Configuration
Category : Engineering
Job Description :
At Yorktel we don?t make video, we make video work. We design, integrate and manage world-class video solutions that enable visual communications ? anytime, anywhere, anyway. From video conferencing to streaming video, media services to digital signage, Yorktel makes video work ? for you.Our philosophy is clear: Simplify. Innovate. Connect.
We are currently seeking an Application Support Analyst to own the architectural, functional, and technical configuration aspects of the assigned application. The role works with Engineering, Project Management, Service Desk, IT, Service Management, Sales and the application vendor to ensure that the application is fully understood and able to be successfully installed, configured, and supported internally at Yorktel and externally for customers, globally. The Application Support Analyst will document, prioritize, communicate, and track Support and Enhancement requests, test new application releases, manage new installations, and troubleshoot existing through resolution.
This position reports directly to Network Engineering Services Manager. The Application Support Analyst will provide technical support to the Service Delivery and Service Desk teams in regard to the onboarding of customers to Yorktel. This position will work directly with the Director of Service Management and the application vendor to ensure application stability and service level agreements
Fundamnetal n-tier application design, Windows architecture and server infrastructure in support of IIS, SQL and Microsoft Exchange, basic networking concepts for firewall transversal and server connectivity. Project coordination of application implementation, troubleshooting of network, web and database issues, global customer service, and technical writing for documentation of support and enhancement requests, work instructions, and training.
This position will have the responsibility and authority to implement the application within Yorktel and externally for Yorktel customers globally, within the scope of Yorktel's policies and procedures. Additionally, they will be empowered to work directly with the application vendor and Yorktel customers for escalations within Yorktel guidelines of established policies and procedures.
This position regularly communicates to internal and external customers to achieve a mutually desirable outcome. This position will design and implement application architecture in coordination with internal and external IT departments providing server infrastructure, configure the application, make recommendations in regard to concerns or issues, ensure resolution of any problems, and document all actions taken or required, working closely with customer and vendor. This position will regularly communicate status of issues, enhancement requests, and implementation timelines. The Application Support Analyst, as owner of the application, will participate in training key personnel, as needed, on application functionality.
Plan, organize, and managed deliverables for application implementation projects within Managed ServicesAssess, and work with others to determine project risks and determine appropriate mitigation plansWork directly with customers and vendor staff throughout the design, delivery and support processesCreate and maintain application support standards, procedures and other documentation as required.Undertake strategic planning in relation to application upgrades, new releases and migrationsAssist in definition of and conform to internal application governance standards and practicesDesign and implementation of reports to assist in the management of application implementationsResponsible for successfully completing projects on timeCommunicate internally and externally at all levelsEnsure a high level of customer satisfactionOther duties as assigned
Job Requirements :
Key Technical Responsibilities:
Own all implementations of the application from a technical implementation and support perspective
Design application architecture and support infrastructure discussions per implementation in coordination with 3rd party vendor and customer
Install, configure and maintain all application instances
Provide first and second tier support for Yorktel internal and customer implementations
Take ownership of the Incident Management process and act as the final point of technical escalation for the application within Yorktel
Manage the lifecycle of problem identification, through root cause analysis, to the completion of associated remediation tasks, in conjunction with the customer and vendor
Lead root cause analysis activities to successfully identify root causes of problems
Proactively identify problem trends and known error conditions to work towards a permanent solution
Maintain High Availability of the Application, including Database Backups, and recovery processes in the event of failures. (Preferred)
Proof of MS IIS and MS SQL training/experience
MCP and/or MCSA (highly regarded)ITIL certification (preferred)
Basic technical knowledge of videoconferencing standards (preferred)
Knowledge of VMWare VSphere (preferred)
Skills and Additional Qualifications
Excellant written and oral communication
Ability to document application architecture, configuration, use case, and work instruction
Excellent problem solving and troubleshooting
Ability to effectively coordinate and manage multiple projects simultaneously
May required off/after hours support for customer implementations
Excellent customer service (internal and external)3rd party vendor relationship management specific to application needs or concerns
Ability to work with others in sometimes stressful and fast-paced environment
A team player with a clear understanding or ability to learn Yorktel's business
Proficient in the use of computers and MS Suite (Outlook, Project, Excel, Visio, and Word)
Minimum of 2 years of experience in application support and/or product management
Technical aptitude and interest in A/V technology and services
College degree or military technical college graduate or equipment and related work experience
May require occasional lifting (up to 26 lbs)
Requires extensive sitting, standing and walking
Domestic travel requiring multi-night stays within and at times outside the local work area
Valid U.S. driver's license
Must be willing to complete background checks and drug tests as required by current or future contracts
Must be willing to apply for security clearnances, SSA Suitability, and other related clearances to be able to work at certain customer locations.
Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.It is our policy to employ qualified persons without regard for race, creed, color, national origin, nationality, ancestry, age, sex, marital or domestic partnership status, sexual orientation or disability. Individuals are considered for employment, promotion, or training solely on their ability to perform the essential functions of the position. Minorities and women are encouraged to apply.
Note to 3rd party agencies and search firms:
Thank you for your interest in Yorktel. It is our practice to recruit and fill career opportunities through the Human Resources, Corporate Recruiting organization. We ask that you not submit candidates for consideration to us without receiving a formal written request from our Corporate Recruiting organization to do so. All resumes submitted; (with or without use of your agency access credentials) will be deemed unsolicited and as such will not be eligible for placement fees. Thank you and we appreciate your cooperation.
Offer Relocation : No
||81 Corbett Way |
Eatontown, NJ 07724
THIS JOB HAS EXPIRED