RRemoteville
First American logoFirst American

Product Support Analyst

Skills
Application SupportChromeCritical ThinkingManufacturing Process ImprovementOperational EnhancementsProduct SupportService Levels
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 5+ years experience in an Application Support or similar role preferably in the Financial Services industry.
  • Strong knowledge of Windows 11 Chrome Edge and thick-client application installation concepts.
  • Strong knowledge of ITIL Practices Incident Request Problem Change Management call center operations technology product teams and retail or corporate security applications.
  • Experience working with Splunk as a troubleshooting tool log and alarm analysis.
  • Experience supporting Client-Server SaaS PaaS applications including troubleshooting of installation permissions data flows and network connectivity.
  • Proficiency in assessing and troubleshooting functional and technical issues within an application.
  • Familiarity with cloud computing concepts and services.
  • Basic proficiency with networking and hardware concepts.
  • Intermediate proficiency with Microsoft Excel and Word.

Nice to have

  • CompTIA+ Certification.
  • Microsoft Azure Fundamentals.
  • Experience supporting Banking applications or products.
  • Proficient in ServiceFirst incident request task change and reporting modules.

Day to day

  • Support Banking and Wealth Management applications and their operating environments with a focus on stability, quality, and functionality to meet or exceed service level expectations.
  • Perform incident and problem management activities including escalation and coordination with appropriate groups.
  • Provide timely response to and resolution of issues and communicate business impacts and status throughout the course of an incident.