Application Support Engineer

About This Role

We are seeking a knowledgeable Application Support Engineer to monitor and maintain the efficiency of our software applications.

In this role, your duties will include reporting to our senior software engineering team, collaborating with colleagues from another departments (Infrastructure team, Network team, IT Security team).

The Application Support Engineer is a customer-orientated role which is responsible for maintenance and implementation of system components deployed by IDEMIA and involves cross-functional interaction with Services.

This is an entry level position (Level 1) that facilitates the opportunity to grow in the IT industry and enhance your technical knowledge.

Responsibilities

• Work independently with problem analysis and in implementing workarounds through proper observance of Support standards and conventions.
• Analyze, diagnose, and provide workarounds until the fix can be supplied to the customer
• Be available to work flexible hours.
• Provide technical expertise on Idemia products and support fundamentals to internal or external customers as required.
• Assist all support team staff as required in order to meet deadlines and Customer support priorities.
• Establish and maintain trust with the customer, providing technical assistance as required.
• Provide input as required on product and customer specific functionality, configuration, and usage for training and documentation purposes.
• Share skills and experience with other groups within the organization, with the aim of establishing consistency and improving quality within the company.
• Proactively and promptly identify and assist in resolving any relevant key issues and/ or risks.
• Understand, follow and improve upon all formally communicated methodologies, processes, policies, and values. Focusing always on delivering consistent, reliable, repeatable, scalable and quality outcomes.
• Provide support and encouragement to other team members and participate in the up-skilling and training of colleagues and new staff.
• Analyze failure and ensure operational recovery within agreed SLA through standard procedure or ad-hoc workarounds
• Work on continuous improvement processes by analyzing recurrent incidents and designing long-term solutions and by working with IT on monitoring improvements
• Documenting processes and monitoring application performance metrics
• Consulting with the software development team, internal users, and clients to improve application performance

Requirements

• Customer oriented, focused on problem resolution
• Advanced level of English
• Knowledge of command line Unix standard tools (Linux):
• Ability to investigate infrastructure issues (disk space, memory, load) from command line
• Filesystem understanding
• Log investigation (search patterns, understand logging structure)
• Identify processes linked to a specific application
• Task scheduling using cronjob
• Network interfaces check / opened ports / active users connected on the same server
• Knowledge of SQL is a plus.
• Team player who is self-motivated and capable of working autonomously;
• Willing and able to learn quickly new skills and technologies.
• Willing to work in 12 hour day/night shifts, to cover our global service
• Required to work at the office for remote connections to high security devices
• University degree in the field of engineering, telecom , mathematics or computer science, or equivalent experience including professional programming, testing or technical background.
• Technical Knowledge

• Batch programming, monitoring, basic administration tasks and knowledge of the tools for Unix operating systems
• Databases: Oracle, MSSQL Server and SQL queries