Application Support Engineer - L1

Job Description

Job Description

ABOUT VIAPLUS :

ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all.

We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.

We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a “one account” feature that supports multimodal transportation solutions. In a rapidly changing environment, ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service.

Learn more : http : / / www.viaplus.com

ABOUT VINCI HIGHWAYS

VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operations and mobility services. We design, finance, build and operate highways, bridges, tunnels, urban roads and mobility services on a network of more than 3,360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience.

More information :

https : / / www.vinci- concessions.com / en / vinci -highways

https : / / www.linkedin.com / company / vinci -highways /

@VINCIConcess

JOB TITLE : Application Support Engineer

JOB DESIGNATION : L1

JOB LOCATION : Plano, TX JOB SUMMARY : The Application Support Engineer, L1 is a technical role that serves as a vital link between operations and software development.  This position centers on application support, ensuring the reliable performance and maintenance of our software systems. You will be responsible for triaging tickets for multiple projects using a centralized ticketing system, diagnosing and resolving L1 BOS application technical requests, providing end-user support, analyzing the issue, and collaborating with development teams to drive effective solutions.

The L1 engineer will be responsible for initial troubleshooting and data collection, incident and event ticket generation and management, ticket prioritization, triage and assignment issue, and completing service requests, incidents, and break / fix requests that do not need to be escalated to L2 or L3.

Success in this role requires a strong technical foundation, excellent communication and problem-solving skills, and the ability to thrive in a fast-paced, dynamic environment. Adaptability, proactivity, and strong multitasking abilities are essential. Participation in an on-call rotation and providing after-hours support as needed is also expected. MAJOR DUTIES AND RESPONSIBILITIES :

• Respond and resolve all ticket types, service requests, incidents, or break / fix or escalate as appropriate to L2 / L3 after analyzing the ticket.
• Triage incoming support tickets and ensure appropriate ticket categorization to achieve applicable turn-around time.
• Analyze ticket requests to garner a clear understanding of the issue or contact the appropriate recipient for clarifications.
• Adhering to contractual respond and repair SLAs
• Develop, validate and prepare ad hoc queries
• Provide technical support to end-users, answering queries, guiding them through troubleshooting steps, and offering effective solutions to technical problems.
• Document detailed resolution steps within each ticket, clearly outlining the actions taken to resolve the issue. This thorough documentation serves as a valuable reference for future troubleshooting and knowledge sharing
• Provide training and guidance to end-users, helping them understand and effectively use the software applications. This may include creating user manuals and conducting training sessions.
• Work closely with software developers to address and solve technical problems, ensuring efficient issue resolution and continuous software improvement.
• Monitor application performance, system alerts (hypercare) and system availability to detect and address potential issues proactively, ensuring system stability and preventing disruptions.
• Review all software release notes and proactively recommend new monitoring rules and be prepared to assist operations staff with new or updated processes.
• Convey complex information clearly and effectively to various stakeholders.
• Responsible for the creation of Root Cause Analysis (RCA) documentation
• Create reports and documentation to demonstrate the health of the applications to leadership
• Perform other assigned duties.

REQUIRED SKILLS :

QUALIFICATIONS : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

EDUCATION & EXPERIENCE :

SUPERVISORY RESPONSIBILITIES N / A WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and / or move up to 20 pounds. The work environment is usually moderate to loud.

Travel may be required.

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