• Application Support Engineer

    Location US-GA-Atlanta
    # Positions
    Information Technology - All Openings
    Travel Requirements
  • Overview

    Under minimal direction, the Application Support Engineer provides day-to-day customer contact and problem resolution for medium to complex issues with computer applications.  Individual will create standard practices and procedures and exercise judgment to analyze, design, program, debug, modify and implement business solutions.   Individual will be responsible for making decisions regarding tool customization and/or blended-solutions (open source coding and tool customization) for optimal results ensuring customer satisfaction.  Individual will provide technical troubleshooting for problems and interface with internal IT support as required for infrastructure support. 


    Individual will provide primary maintenance and support for computer applications including implementation of patches/fixes, new releases, tool configuration, etc.    Individual will also recommend changes in support practices, maintenance and standards, and provide cross-training to internal IT team and customer.  Individual will perform technical leadership role for less experienced support personnel.  Individual will work with IS leadership to set strategic direction and evolve services provided by infrastructure and internal application development.  Must be precise yet flexible in service delivery; processes and tasks are subject to continuous feedback, improvement and refinement based on resources and customer needs.  Communicates with manager regarding status of projects and initiatives.


    Essential Roles and Responsibilities:

    • Designs the technical architecture and performs installation, setup, support, and deployment of existing or newer versions of SharePoint.   15%
    • Plans and executes Enterprise Applications (ie, Exchange, ISM, ClearQuest, Rational) growth and expansion, including hardware and software upgrades, deployment reconfiguration, and enhanced resilience/availability as well as provides support and maintenance to the Enterprise Applications. 15%
    • Works closely with NDT in deploying, maintaining, and supporting in-house developed business process solutions. 10%
    • Provides hands-on customer support for medium to complex computer application problems, with an emphasis on most recent versions of Microsoft SharePoint.  10%
    • Integrates NASCO’s SharePoint environment with other Microsoft technologies (i.e. Active Directory, Exchange, Systems Management, and/or SQL server) 10%
    • Collaborates with internal and external resources to conceptualize and craft the implementation plan of the total system solution. 10%
    • Acts as Project Manager for major initiatives as assigned, following NASCO’s project management methodology, delivering projects on-time and within budget. 10%
    • Provides best-practices on operating procedures, analytical approaches, and work-flow to clients. 10%
    • Assists with backend support for administrative software solutions. 10%


    Additional Roles and Responsibilities:


    • Acts as a technical coach/mentor for NASCO’s SharePoint environment.
    • Escalates customer problems/outages to IS Manager appropriately. 
    • Participates in and develops technical solutions (road maps) and recommendations on behalf of internal project managers, Plan customers, and vendors to ensure business needs and requirements are successfully met.
    • Stays abreast of new products to improve system performance and service delivery, and support the evolution of the environment.
    • Develops and maintains operational policies and procedures for computer applications, specifically SharePoint.
    • Maintains vendor relationships for application products
    • Performs other duties as assigned by manager
    • Assists in development of IS budget with respect to computer applications.
    • Develops and produces operational reports and/or status reports as required by projects or requested by manager.


     Required Knowledge, Skills, Abilities and Experience: 

    • Working knowledge of windows networking (TCP/IP, WINS, DHCP, DNS, Active Directory, IPSEC, SSL, etc).
    • Knowledge of Microsoft IIS web to support 3rd party applications or custom NASCO applications that require IIS
    • Project management methodology
    • Solid working  knowledge of all Microsoft suite products, Active Directory, DHCP, and WINS.
    • Strong understanding of Microsoft applications, specifically SharePoint
    • Knowledge of  all components of SharePoint technical architecture.
    • Ability to translate business needs into technical architecture requirements
    • Ability to apply multiple technical solutions to business problems
    • Ability to comprehend the functions and capabilities of new technologies quickly
    • Exceptional interpersonal skills including teamwork, facilitation, and communication
    • Ability to learn quickly and apply knowledge to formulate customer solutions
    • Strong leadership skills
    • Excellent  analytical skills
    • Excellent written and verbal communication skills
    • Excellent planning and organizational skills
    • Ability to think strategically, balancing business needs and technology to create and deliver solutions.
    • Ability to perform  tactically to support operational aspects of the environment.
    • Demonstrates  strong customer service orientation - provide customers with quality experiences, establishing and maintaining effective relationships.
    • Must be a self-starter with the ability to work independently as well as in a team environment.
    • A strong work ethic and an attitude of continuous quality improvement.
    • Sense of urgency – able to switch priorities quickly in the event of outages and/or ever-changing customer priorities.
    • Schedule flexibility – outage resolution and scheduled maintenance windows require off-hours support.
    • Meets and/or exceeds SLA requirements for problem resolutions, incident reporting and root cause analysis reporting.
    • Ability to evaluate products and determine applicability for inclusion within NASCO environment.
    • Ability to integrate 3rd party products with SharePoint
    • 3-5 years hands-on experience with infrastructure technology components including servers, desktops, and networking.
    • 3-5 years hands on experience delivering solutions with Microsoft SharePoint technologies.
    • Experience troubleshooting and maintaining Microsoft products including server operating systems, desktop operating systems, Office Suite, Exchange, and SharePoint.
    • Minimum three (3) years hands-on experience in an infrastructure environment including installing, maintaining, and troubleshooting malfunctions with computer hardware and software. 

    Desired Knowledge, Skills, Abilities and Experience: 

    • Knowledge of business re-engineering principles and processes
    • Strong understanding of open-systems design and analysis
    • Successful project delivery experience using defined project management methodologies
    • Experience administering a Microsoft-networked environment

    Required Training and Education:

    1. Bachelor’s degree in Computer Science, Information Science, MIS or related field, and/or equivalent experience

    Desired Training and Education:

    1. MCSA,  MCP, PMP certification




    NASCO is a Minority/Female/Disability/Vet/Affirmative Action Employer.


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