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The Application Support Engineer maintains and oversees enterprise-level software applications to ensure performance, availability, and reliability across the company. This role involves providing technical troubleshooting, system integration, and user support, while serving as a liaison between IT, vendors, and business teams.

• Provide support for core business applications, ensuring high availability, performance, and timely resolution of issues.
• Analyze, diagnose, and resolve application incidents and problems by identifying root causes and implementing long-term solutions.
• Act as a subject matter expert (SME) for supported applications and provide hands-on technical assistance to technical and non-technical stakeholders.
• Collaborate with development, infrastructure, helpdesk, and vendor teams to implement application enhancements, upgrades, and patches.
• Monitor application performance and availability.
• Create and maintain documentation, including knowledge base articles, Standard Operating Procedures (SOPs), support runbooks, and system configurations.
• Assist with deployment activities, change control, and release management processes.
• Support incident response activities and participate in post-incident reviews to ensure continuous improvement.
• Identify and implement automation opportunities to streamline support processes.
• Provide user training and support during onboarding, upgrades, or application transitions.
• Perform all other duties as assigned.

Required Skills/Abilities:

• Highest level of integrity, honesty, and ethical behavior when handling sensitive and confidential information.
• Excellent problem-solving and documentation skills, with the ability to work independently and collaboratively across teams.
• Computer skills, including advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Jet Addon, etc.) and SharePoint Administration, including Litigation Hold tools.
• Strong knowledge of enterprise application environments, including web-based and client/server architectures.
• Experience supporting and troubleshooting IIS & SQL-based systems (SQL Server).
• Familiarity with ITIL-based support processes and ticketing systems (InvGate, Jira).
• Solid understanding of Windows Server, IIS, Active Directory, and integrations.
• Proficiency in Endpoint Management tools such as ManageEngine Endpoint Central and Intune.
• Strong knowledge of email flow troubleshooting within Microsoft 365 environments.
• Familiarity with certificate management and security protocols.

Education and Experience:

• Bachelor’s degree in computer science, IT, or a related field, or equivalent on-the-job experience with a minimum of 5 years in application support required.
• Experience in financial services or other highly regulated industries preferred.
• Hands-on experience managing Windows Update processes and IIS (Internet Information Services).
• Familiarity with scripting languages such as PowerShell, Python, or Bash preferred.
• Experience working with third-party vendors for application support and maintenance preferred.
• Understanding of security best practices, compliance requirements (HIPAA, PCI-DSS, NIST, etc.), and data protection principles preferred.

Physical Requirements:

• Stand, walk, and/or sit for eight (8) hours a day
• Communicate effectively, verbally, written, in person, via telephone, or electronically.
• Lift and maneuver up to 20 lbs.

The above description outlines the most significant job functions performed, but may include other similar functions or assignments not explicitly mentioned.