L2 Application Support Technician - Overnight Shift

Description:
• Act as level 2 application support for requests and issues from our facilities and offices.
• Respond to incoming tickets and accurately identify, diagnose, prioritize, resolve the tickets within established SLA standards following established processes.
• Monitor and troubleshoot in-house custom applications, system integrations, and data quality using monitoring tools, including Azure Alerts, Azure Monitor, Azure App Insights, and Azure Data Factory.
• Participate in an after-hours support rotation to provide support to end-users.
• Perform escalations to vendors or internal departments when necessary and work with the other party to resolve the issue to the end user’s satisfaction.
• Collaborate with software engineering, product owners, vendor support teams and our helpdesk for all support related activities.
• Support projects for software upgrades and new deployments.
• Create and maintain documentation for standard Technical Support policies, procedures, and... practices.
• Develop how-to documentation, training material, and FAQs for Ardent Mills’ team members (end users).
• Work effectively in a team environment to promptly provide support to our users and with a positive customer service attitude.
• Has deep understanding of application dependencies.

Requirements: • 1+ years’ experience in Information Technology and technical support • Experience with ITSM tools and processes (i.e. ServiceNow and Azure DevOps) • Experience with alert monitoring and system troubleshooting (i.e. Azure Alerts, Azure Monitor, Azure App Insights, Azure Data Factory, etc.) • Experience with RESTful API integration and JSON/XML data formats • Experience providing excellent customer service • Experience troubleshooting software issues by reviewing code • Be tech-savvy and able to learn new software quickly • Exhibit a strong work ethic and responsible behavior and must always maintain the confidentiality of information. • Excellent interpersonal skills with both technical and non-technical personnel. • Analytical and problem-solving skills • Strong organizational skills and ability to prioritize work to meet deadlines.

Benefits:
• Medical, Dental and Vision Coverage
• Health and Dependent Savings Accounts
• Life and Disability Programs
• Voluntary Benefit Programs
• Company Sponsored Wellness Programs
• Retirement Savings with Company Match
• Team Member and Family Assistance Program (EAP)
• Paid Time Off and Paid Holidays
• Employee Recognition Program with Rewards (RAVE

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