L2 Application Support Technician - Overnight Shift

Description:
?? Act as level 2 application support for requests and issues from our facilities and offices.
?? Respond to incoming tickets and accurately identify, diagnose, prioritize, resolve the tickets within established SLA standards following established processes.
?? Monitor and troubleshoot in-house custom applications, system integrations, and data quality using monitoring tools, including Azure Alerts, Azure Monitor, Azure App Insights, and Azure Data Factory.
?? Participate in an after-hours support rotation to provide support to end-users.
?? Perform escalations to vendors or internal departments when necessary and work with the other party to resolve the issue to the end user??s satisfaction.
?? Collaborate with software engineering, product owners, vendor support teams and our 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 Ardent Mills?? team members (end users).
?? Work effectively in a team environment to promptly provide support to our users and with a positive customer service attitude.
?? Has deep understanding of application dependencies.

Requirements: ?? 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, etc.) ?? 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 and must always maintain the 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.

Benefits:
?? Medical, Dental and Vision Coverage
?? Health and Dependent Savings Accounts
?? Life and Disability Programs
?? Voluntary Benefit Programs
?? Company Sponsored Wellness Programs
?? Retirement Savings with Company Match
?? Team Member and Family Assistance Program (EAP)
?? Paid Time Off and Paid Holidays
?? Employee Recognition Program with Rewards (RAVE

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