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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