Applications Support Engineer II

Description

Under the general supervision of the Applications Manager, this position provides technical support regarding a spectrum of software used within a business. Application Support Engineers needs both technical knowledge and "people" skills to do their job well. A good Application Support Engineer II needs to have working knowledge with one or more line-of-business software platforms, experience with basic database management and different operating systems, is capable with one or more programming languages and has worked with various data file formats, including XML, JSON and CSV. You will be charged with researching, designing, implementing and supporting small to medium solutions and ensuring that business systems are fully operational and any loss of service is restored in a timely and efficient manner.

Essential Function(s) :

• Participate in identification and evaluation of software technology solutions, both server and desktop, both on-premise and cloud-based.
• Generate user-facing and internal documentation.
• Logs and tracks calls using issue management database.
• Triages service desk issues, directly addresses those that are within skills or quickly escalates to Applications Engineer II / III as needed.
• Responds to requests for technical assistance in person, via phone, and electronically.
• Gather and collate business requirements and user scenarios.
• Requires social skills.
• Design and maintain expertise in flow of application process and systems related to company.
• Install and prepare tools required for proper functioning of business line applications on regular basis.
• Organize and implement projects ranging from small to medium size and provide assistance to all processes under guidance of senior Engineers.
• Assist with systems integrations.
• Generate test plans for validating software deployments.
• Checks monitoring programs daily for issues.
• Proactively identifies potential software issues and develops plans to address them.
• Diagnoses and resolves software issues and performs root cause analysis on issues.
• Involves problem determination, workaround resolution, root cause analysis, and incident management.
• Remains current with system information, changes and updates.
• Prepares activity and standard statistical reports.
• Provides status to management periodically or as requested and performs other related duties as assigned.
• Providing a high level of service to our customers and respecting strict SLAs for response and restoration times other duties as assigned.

Minimum Qualifications :

Preferred Qualifications :

Knowledge, Skills and Abilities :

Work Environment / Physical Demands :

The Applications Support Engineer II works mainly in an office environment where the noise level is usually quiet. This role may be required to work extended hours, including nights, weekends, and holidays, to respond to emergencies or to meet operational needs.

Physical demands may include : Sitting and / or standing for prolonged periods.

Acknowledgements :

This position description in no way states or implies that these are the only duties to be performed. Employees are responsible for completing all mandatory training classes. Employees must also review and comply with all JTA / JTM policies, procedures, and directives. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. All employment offers are contingent upon pre-employment drug testing.

Positions marked as 'Safety Sensitive' will be subject to random testing for drug and alcohol use and if any testing is positive, the application for employment will be rejected, or if hired, employment may be terminated. Positions marked as "COOP Essential" may be required to work whenever the Continuity of Operations Plan is activated.

Driver's License - The position description will specify whether a driver's license is required and the acceptable class of license. Unless an exception under Florida law exists, a nonresident must obtain a Florida driver's license within 30 days of hire. If a driver's license has a corrective lens restriction, the employee must wear corrective lenses when operating any vehicle for work purposes. Suspended or revoked licenses, work permits, and certain restricted licenses are not acceptable.

The Jacksonville Transportation Authority is an Equal Opportunity Employer (protected veterans, disability) and does not tolerate discrimination or violence in the workplace. Employees who require a reasonable accommodation as defined by the Americans with Disabilities Act (ADA) must notify JTA in advance to allow sufficient time for JTA to provide the accommodation.