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Remote Application Support Level 2

We’re looking for a Level Two Applications Support Analyst to join our team.  In this role, you will be responsible for providing technical hardware/software application support and rapid issue resolution to our client base. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution often requires that the individual give hands-on help remotely as well as documentation to assist clients.


Essential Duties And Responsibilities:

  • Actively supports customers as well as internal staff in all aspects through to problem resolution, keeping the customer informed and updated throughout the life of the incident.
  • Prioritize and close client issues or escalate when required in a timely manner.
  • Identify and provide input on unique or recurring customer issues
  • Document issues and resolutions
  • Write product knowledge base articles, service bulletins, white papers, procedures
  • Maintain a centralized Knowledge Base and related reporting
  • Coordinate testing as needed for support
  • Work with the development team for issue resolution, test fixes to ensure that problems have been adequately resolved.
  • Perform upgrades and post-upgrade support for end-users
  • Available for remote support after hours in an on-call rotation


Job Requirements:

  • Degree/Diploma in computer science or another relevant discipline
  • 2-5 Year Experience in Technical Support Role
  • Database knowledge (MS SQL and/or Oracle)
  • Microsoft Windows Server Environment
  • Working knowledge of network infrastructure (DMZ, WAN/LAN, ODBC, etc) is desired
  • Working knowledge of various scripting tools and languages (MS SQL Client, TOAD) as well as with database design and tools (primarily MS SQL Server, Oracle)
  • Expertise in Networking Technologies and Concepts
  • Microsoft and Networking Certifications a plus
  • Previous experience with version control tools (SVN) is an asset
  • Advanced knowledge of MS Windows operating systems
  • Strong communication skills in English (written and verbal)
  • Strong organizational skills
  • Strong problem-solving and analytical skills are essential

Apply Now
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"It doesn’t make sense to hire smart people and tell them what to do; we hire smart people so they can tell us what to do."

– Steve Jobs

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  • 202 Orce Nikolov, First Floor
    Skopje, Macedonia