Engineer Application Management

Must Have Technical/Functional Skills • Provide first-level technical support via phone, email, and ticketing system. • Troubleshoot hardware, software, network, and application issues. • Log, track, and manage incidents and service requests using ITSM tools (e.g., ServiceNow). • Escalate unresolved issues to appropriate support teams. • Maintain documentation and knowledge base articles for common issues and resolutions. • Support onboarding/offboarding processes including account setup and access provisioning. • Monitor system alerts and respond to outages or performance issues. • Ensure compliance with ITIL processes including Incident, Request, and Change Management. • Participate in major incident response and post-incident reviews. • Collaborate with IT teams to improve service delivery and user experience. Roles & Responsibilities • Associates or Bachelors degree in Information Technology or related field. • 2+ years of experience in a technical support or service desk role. • Proficiency with Windows OS, Microsoft Office 365, Active Directory, and remote support tools. • Experience with ITSM platforms such as ServiceNow or HEAT. • Strong understanding of networking basics, VPN, and FTP protocols. • Excellent communication and customer service skills. • Ability to prioritize tasks and work under pressure. • Familiarity with ITIL framework and service desk metrics.

Salary Range: $56,000 to $60,000 per year