Application Support Engineer

2 days ago

Dublin, Dublin City, Ireland Enel Chile S.A Full time

At Enel Chile S.A., we are leading the energy transformation by providing innovative solutions that enable sustainable growth and progress.

We have an immediate need for a Systems and Application Support Analyst to join our Global Operations team.

Your primary mission will be to work with internal users of our applications and engineering teams to reproduce, resolve or escalate software and technical issues.

You will investigate and analyze application issues reported by end-users, providing timely and effective resolution to minimize downtime and ensure continuous system functionality.

Serving as the primary point of contact for internal and external users, you will offer technical assistance and guidance on application-related queries, configurations, and troubleshooting procedures.

You will create and maintain comprehensive documentation for application support processes, known issues, and resolutions to facilitate efficient problem-solving and knowledge sharing within the team.

Collaborating with cross-functional teams, including developers, system administrators, and business analysts, you will address and resolve complex application issues and improve overall system performance.

You will utilize incident management tools to track, prioritize, and escalate issues as needed, ensuring adherence to service level agreements (SLAs) and minimizing the impact on business operations.

Additionally, you will coordinate and support the deployment of application updates, patches, and enhancements, working closely with development teams to validate changes and ensure seamless integration.

Developing and delivering training sessions for end-users, you will enhance their understanding of application features, troubleshooting techniques, and best practices to minimize recurring issues.

To proactively identify potential issues, you will implement monitoring tools to analyze trends and take preventive actions to maintain optimal application performance.

Requirements:

  • Bachelor's degree in computer science, Information Technology, or related field.
  • Proven experience in application support, troubleshooting, and technical assistance.
  • Strong knowledge of ITIL or other IT service management frameworks.
  • Proficiency in scripting languages and familiarity with database management systems.
  • Excellent communication and interpersonal skills with a customer-centric approach.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Detail-oriented with strong problem-solving and analytical abilities.
  • Familiarity with IT security principles and practices.
  • Demonstrated ability to solve problems and design new processes.
  • Desire to learn how to work with and derive insights from large amounts of data.
  • High attention to detail and inquisitive nature.
  • Experience with enterprise-level applications and systems.
  • Familiarity with ticketing systems and incident management tools.
  • Knowledge of cloud computing platforms.
  • IT certifications such as ITIL, CompTIA A+, or similar.

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