Application Support Engineer - Level 1 - TJ / 1842992

Overview

Responsibilities

• Provide first-level technical support for application issues related to banking and financial systems with a focus on Trade Finance workflows including Letters of Credit, Guarantees, and Collections.
• Manage and prioritize support tickets using ticketing systems to ensure timely resolution in alignment with service level agreements.
• Respond promptly to customer inquiries, troubleshoot technical problems, and document incident details accurately within support logs.
• Perform basic networking diagnostics including TCP/IP troubleshooting to identify and resolve connectivity and communication issues.
• Utilize technical documentation to assist customers and support teams in understanding and resolving common issues.
• Execute basic database queries and troubleshoot database-related incidents with knowledge of SQL to assist application stability.
• Monitor and analyze middleware and integration components such as message queues, APIs, and Web Services to facilitate seamless data communication.
• Operate and support applications within Linux/Unix and Windows environments to maintain system uptime and functionality.
• Follow incident management procedures, report incidents, and escalate complex problems to higher support levels or development teams as needed.
• Maintain awareness of support tools, system updates, and changes in application workflows to provide accurate and effective assistance.
• Collaborate with other technical teams to improve knowledge sharing and resolution processes.
• Contribute to the creation and updating of technical support documentation and knowledge base articles for internal and customer use.
• Adhere to company policies and maintain professionalism in all customer and technical interactions.