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L3 Application Support Engineer

Company: Citi
Location: Irving
Posted on: May 18, 2018

Job Description:

  • Primary Location: United States,Texas,Irving
  • Education: High School Diploma/GED
  • Job Function: Technology
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID:
    Description
    Responsibilities
    ---Driving productivity, recommending improvements, remediation and operational excellence using quality methodologies to identify opportunities for improvement.
    ---Timely escalation of all incidents logged into the team trouble to appropriate management levels.
    ---Manage the team trouble queue.
    ---Take on new application support across different platforms.
    ---Conduct follow-up calls to clients, application groups and external vendors.
    ---Adhere to company policies and procedures.
    ---Identify reoccurring issues and determine the root cause, own the problem until resolution.
    ---Updating self-help documents so customers/employees can try to fix problems themselves.
    ---Help with Testing and fixing faulty applications with CATE/Application Owner.
    ---Properly escalate unresolved issues to appropriate internal teams.
    ---Support the roll-out of new applications.
    ---Provide support, including procedural documentation and relevant reports.
    ---Stay current with system information, changes and updates.
    ---Ensure all issues are properly logged.
    ---Prioritize and manage several open issues at one time.
    ---Provide prompt and accurate feedback to customers

    Troubleshooting of production related issues for:
    ---Cisco Jabber
    ---Lync/Skype for Business clients.
    ---Click to Call
    ---Common desktop browsers (Chrome, IE11, and Edge)
    ---Microsoft Outlook client and industry plug-ins
    ---Citimeet / BT Dolby
    Qualifications

    ---Excellent problem-solving and communication skills.
    ---Ability to diagnose and troubleshoot basic technical issues.
    ---Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role (3+ Years')
    ---Ability to provide step-by-step technical help, both written and verbal.
    ---Familiarity with remote desktop applications and help desk software (eg. Servicenow)
    ---MS Office Professional (All Flavors)
    ---Hands-on experience with Windows/Linux/Mac OS environments
    ---MS Outlook / Exchange
    ---Voice technologies (Cisco/Avaya)
    ---Skype for Business
    ---Pexip
    ---Helpdesk
    ---VDI (Virtual Desktop Infrastructure)
    ---Active Directory
    ---MAC OSX
    ---Citrix Environment
    ---VMWare Horizon

    Desirable Skills

    Scripting (Powershell,vbs,c#,vb.net,bash)
    Microsoft Qualifications
    Other IT Support based qualifications / training
    ITIL qualifications

    Keywords: Citi, Irving, L3 Application Support Engineer, Engineering, Irving, Texas

    Click here to apply!

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