Application Support Engineer

The Application Support Engineer’s role is to manage and optimize systems to ensure high levels of availability and security of the supported business applications in an in‑house or hosted environment. This individual also participates in the planning and implementation of policies and procedures to ensure system provisioning and maintenance that is consistent with company goals, industry best practices, and regulatory requirements.

They also have working knowledge of the skills required to provision, manage, monitor, and decommission cloud services. Strong M365 and Azure administration skills with hands‑on experience managing and configuring M365 applications and Azure services.

• Participate in and support capacity planning and the development of long‑term strategic goals for systems and software in conjunction with end‑users and department managers.

• Coordinate with the Service Desk, Desktop Support, Infrastructure Support and Security Operations teams to implement systems that utilize industry best practices to meet corporate objectives.
• Deployment of enterprise systems and applications across server, workstation, cloud, and mobile platforms.

• Manage all user‑facing applications in cloud, hosted, and on‑premises environments.
• Manage enterprise collaboration solutions such as Microsoft Exchange, Teams, SharePoint, and One Drive.
• Manage VOIP solutions and Teams calling integration; including call queues, hunt groups, voice recording
• Ensure the integrity and security of enterprise data in cloud, hosted, and on‑premises environments and during data transfer in accordance with business needs and industry best‑practices regarding privacy, security, and regulatory compliance.
• Manage end user accounts, permissions, and access rights in accordance with best‑practices regarding privacy, security, and regulatory compliance.
• Perform and test recovery procedures for supported applications.
• Anticipate, mitigate, identify, troubleshoot, and resolve enterprise application issues.
• Practice asset management, including maintenance of system and application inventory and related documentation.
• Support application development teams throughout project life cycles.
• Analyze system and application performance.
• Recommend, schedule, and deploy application upgrades, patches, and configuration changes.
• Conduct research on emerging products, services, protocols, and standards in support of system procurement.
• Create required reports in response to business user needs.
• Participate in discussions with vendors to configure and secure managed applications.
• Develop, document, and maintain procedures for system administration and appropriate use.
• Manage and/or provide guidance to junior members of the team.
• Facilitate system access and work with third parties’ technical supports to install, upgrade, maintain and troubleshoot vendor supported applications.
• Monitor key metrics to maintain optimal application performance and availability.
• Perform periodic application lifecycle review to ensure timely upgrade of applications, systems, platforms, and operating systems.
• Work closely with IT relationship managers to monitor service level agreements for third‑party cloud solutions; manage escalations as needed; facilitate license and cost optimization

• College diploma or university degree in the field of Information Technology and/or 5 years equivalent work experience.
• Certifications in Microsoft technologies or solutions

• Working technical knowledge of network, PC, and platform operating systems, including Windows 2016‑2022 and Windows 11
• Experience supporting web‑based applications (both in‑house and commercial off‑the‑shelf) running on Microsoft IIS
• Working technical knowledge of current systems software, protocols, and standards, including Active Directory Domain Services, directory/site design, group policy management, certificate services deployment and management, DHCP, DNS
• Basic understanding of networking principles, including key protocols (TCP/IP, HTTP/HTTPS, DNS), ports, VPNs, and diagnostic tools to troubleshoot…