About this role
What You'll Do
A successful Application Support Engineer will take ownership of various initiatives, including but not limited to:
- Delivering exceptional customer service to First Advantage clients and providing top-tier technical and application support to the first line of Customer Support.
- Continuously developing and maintaining a knowledge base to enhance incident resolution rates for FA products and services, escalating issues to implementation teams as necessary.
- Contributing to the design and implementation of best practices for Incident, Problem, Request, and Event Management.
- Maintaining effective communication and collaboration with business teams to ensure timely updates are shared.
- Regularly reviewing and analysing incidents to identify problems, workarounds, fixes, and opportunities for improvement.
- Consistently applying best practices for Incident, Problem, Request, and Event Management, ensuring KPIs and SLAs are met.
- Keeping your technical and application skills up to date through training and literature, sharing knowledge with others as needed
What You May Need to be Successful:
- Experience in a 2nd line Technical Operations or Application Support role
- Familiarity with support processes, including Incident, Problem, Request, Event, and Change Management.
- Proven track record of delivering exceptional customer service to end users, with a focus on meaningful communication.
- Ability to troubleshoot basic to advanced computer operations and software issues.
- Proficient in database configuration changes (SQL, MongoDB, RDS).
- Strong knowledge of SQL and scripting languages.
- Understanding of software development practices, concepts, and technologies.
- Familiarity with technical and business environments and processes.
- Insight into the functional aspects and technical behavior of operating systems, development environments, and deployment practices.
- Good verbal and written communication skills.
- Self-motivated with a strong initiative.
- Exceptional problem-solving and analytical abilities.
- Keen attention to detail
We have great people here and are looking for more. Come join us!
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Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.