L2 Application Support Technician (Overnight Shift 9pm-6am M

About the position The L2 Application Support Technician at Ardent Mills is responsible for providing production support, incident management, and problem resolution for enterprise and in-house applications. This role involves troubleshooting issues, implementing solutions, and offering technical guidance to end-users, primarily during the overnight shift. The technician will work closely with product owners and developers to enhance application support and ensure high-quality service delivery. Responsibilities • Act as level 2 application support for requests and issues from facilities and offices. , • Respond to incoming tickets, accurately identify, diagnose, prioritize, and resolve tickets within established SLA standards. , • Monitor and troubleshoot in-house custom applications, system integrations, and data quality using monitoring tools like Azure Alerts and Azure Monitor. , • Participate in an after-hours support rotation to provide support to end-users. , • Perform escalations to vendors or internal departments when necessary and collaborate to resolve issues. , • Collaborate with software engineering, product owners, vendor support teams, and 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 team members. , • Work effectively in a team environment to provide prompt support with a positive customer service attitude. 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). , • 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, maintaining 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. Nice-to-haves • 2+ years' experience in Information Technology and technical support. , • Experience with SQL/T-SQL (Structured Query Language), including executing queries and analyzing results. , • Experience with Microsoft Azure. , • Experience with Angular, .NET Core, Python, and KQL. , • Experience with Microsoft Dynamics / D365. , • Experience supporting or leading projects. , • Experience supporting Enterprise level applications. , • Experience in application lifecycle management. , • Experience as a DevOps Engineer, Software Engineer, or similar role. , • Knowledge of ITIL Processes. Benefits • Flexible work environment (fully remote or in-office) , • Limited travel as needed to support business , • Occasional irregular hours, including evening and weekend work Apply tot his job