Technical Application Support

We here at Harvey Nash have the following client req open on a direct-hire basis.

Summary of Position:
As a Technical Application Support Analyst, you will be a key member of the Progressive Solutions Support Team with the overall responsibility for working to provide tier 3 support to software end users. In this role, you will also support the enterprise by serving as an application consultant for co-workers.

To be successful in this role, you will need a strong software application support skill set, a background in troubleshooting technical issues, a responsive customer service orientation, and the organizational skills to manage multiple projects and competing tasks/priorities on a daily basis.


Essential Duties & Responsibilities:

1. Provide tier 3 application support for software end users. Diagnose root cause of problems, including analysis of Client code, Middle Tier, Stored Procedures, database connectivity, and operating systems. Heaviest diagnostics using SQL Enterprise Manager and Query analyzer and SQL Profiler expected, though all cutting edge tools used.

2. Act as escalation contact for key clients in order to address application issues and concerns as well as manage support experience of critical accounts.

3. Support Client Tier 2 Team and other internal departments by fielding and working ad hoc requests related to troubleshooting the software application on an ongoing basis.

4. Identify and forward potential software enhancements and Change Requests.


Education/Qualifications:

--BA/BS degree in Computer Science with 3-6 years of demonstrated software application support experience

--Project management skills with the ability to identify and implement process improvements

--Strong analytical and problem solving skills

--Strong technical skills and troubleshooting skills specifically with SQL and Microsoft programming languages and Multi-tiered application technology

--Excellent organizational skills and ability to manage multiple projects and competing tasks/priorities

--Effective interpersonal skills (presentation, written and oral) and the ability to communicate effectively with clients and a variety of staff levels

--Superior customer service focus