IT Application Support Engineer

We are looking for a talented IT support professionals to work in their world-class global software company. The qualified candidate will demonstrate a proven history of quality customer support that resulted in customer satisfaction.   

POSITION / RESPONSIBILITIES

The Business Innovation Application Support organization is a progressive high-paced team, each specializing in a specific set of the Infor product suites and other third party applications.  The qualified candidate will have a proven track record of:

• Providing courteous customer service in an accurate and timely manner.
• Responding to incidents, recording incident activity and solving problems (root cause analysis).
• Utilizing all available support material and tools to successfully resolve problems.
• Resolves issues related to technical & functional product capabilities and client knowledge and ensures that the client is utilizing appropriate processing procedures. 
• Contributing to Business Innovation internal knowledge base.
• Participate in project teams for rollout of new versions/functionality.
• Keeping management informed of outstanding issues by preparing weekly/monthly status reports.
• Manages workload effectively and provides accurate accounting of work and time allocation.
• Experience with “Follow the Sun” support.
• Involved in Q&A testing of defects and enhancements.
• Responsible for the support of multiple applications.

 Required Skills:

• Strong background in business application support, preferably Infor software.
• Strong communication skills in both verbal and written/electronic media.
• Proven software application troubleshooting skills.
• Preferred knowledge of SQL.
• Understanding of relationships (interfaces) between internal systems (e.g., Finance, Consulting, CRM, etc.).
• Eager to learn new technologies and applications.
• Proven ability to work independently, manage multiple priorities, and change work direction and priorities effectively as required.