N° Référence: ICTSB9464
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Configure - Application Support Engineer

Réf.: ICTSB9464

To reinforce their team, our client is currently looking for a:

 

Application Support Engineer

 

 

Function

 

As Application Support Engineer your job is to assume level 2 support for all our applications, in close collaboration with first and third line as well as ICT Helpdesk. You will maximize the service availability, restore a service whenever possible and provide business support to contribute to the company objectives. You will also mentor first line agents and ensure their knowledge of our applications improves over time.

 

 

Responsibilities

  • Handling of an incident when it can't be resolve by the 1st line or when target times for 1st level resolution are exceeded
  • Troubleshooting, diagnosis and recovery of incidents using technical logs, applications designs and functional knowledge and when required for involving specialist support groups or third-party suppliers (3rd Level Support)
  • Contribute to maximizing first-line on-the-spot fixes (coaching, maintaining KB, recording findings from the resolution of incidents for future use, etc.)
  • Make sure that the incident is actually resolved and that all information required to describe the Incident's life-cycle is supplied in sufficient detail
  • Owner of the major incidents and therefore coordinates with other teams and management to ensure regular status updates to stakeholders and restoration of service (and user productivity)
  • Pro-active User information: you inform users and Service Desk of service failures or interruption as soon as these are known, so that users and Service Desk are in a position to adjust themselves to interruptions
  • Pro-active incident detection : you monitor all events that occur through applications eco-systems to detect, handle and escalate events (warning or exception conditions)
  • You escalate in due time according the Incident Escalation Rules
  • Be a key-player in restoring users productivity
  • Be the link between different teams and management into coordinating the resolution of incidents
  • Put at good use your communication skills in combination with your technical know-how and functional knowledge into direct help to users
  • Get in direct contact with notaries in order to understand complex requests, incidents and problems

 

Profile

  • A Bachelor or Master's degree in Computer Science, Engineering or Information Technology, or equivalent level acquired through experience
  • At least 3 years' experience in a similar role
  • Customer minded and a high level of integrity
  • Good knowledge of ITIL
  • General understanding of the networking (TCP/IP, DNS, DHCP , SMTP,...)
  • Good knowledge of application servers (Tomcat, Apache, DataPower), Windows and Linux
  • Knowledge of AppDynamics, Omnitracker and Teamviewer are a plus;
  • Highly customer minded, the idea that a user's issue might be left unsolved is unacceptable to you
  • An excellent communicator, you easily switch between technical and practical conversations while making sure your message is understood in all situations
  • Able to navigate through the company in order to find your way to the information you need
  • Passionate about learning, you want to acquire a deeper knowledge of our products
  • Analytical-minded
  • Pro-active

 

Offer

  • Challenging and interesting projects to work on, using the latest methodologies and technologies, within a growing and economical stable sector
  • Room for future development, room for employees to develop creativity and autonomy, fostering an open atmosphere
  • Competitive salary package, extralegal advantages, insurance coverage, car, bonus and net allowance, public transport, luncheon vouchers, and the the possibility to build up holidays.

Description société

Configure Recruitment is an independently owned ICT recruitment company, offering "no-cure, no-pay" contingency recruitment and retained search, from our offices in Brussels.

Since opening our doors in 2000 we have recruited nationally and internationally across the Benelux, building up an enviable portfolio of clients and attracting ICT candidates of the highest calibre.

Configure is registered with the Flemish Region under number VG.500/B for Private Recruitment and Placement Activities, with the Brussels Region under number B-AA04.034 for Selection and Recruitment Activities, and with the Walloon Region under number W.RS.179 for Selection and Recruitment Activities.

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