Application Support Analyst

Vintti is a dynamic staffing agency bridging the gap between Latin American talent and US-based businesses. We specialize in connecting skilled professionals from Latin America with small and medium-sized businesses, startups, and firms across the United States. Our mission is to provide top-tier staffing solutions that enable US companies to access a diverse pool of talented individuals while offering exciting career opportunities to Latin American professionals. By leveraging our extensive network and deep understanding of both markets, Vintti facilitates mutually beneficial partnerships that drive growth and innovation for our clients and candidates alike.

An Application Support Analyst is crucial in maintaining the functionality and performance of software applications within an organization. This role involves troubleshooting and resolving technical issues, ensuring applications run smoothly and efficiently. By collaborating with IT teams and end-users, the Application Support Analyst identifies, analyzes, and addresses application-related problems. Additionally, they provide ongoing support, implement system upgrades, and contribute to the development and deployment of new applications. Their expertise ensures seamless user experiences and supports business operations by minimizing downtime and enhancing application reliability.

- Bachelor's degree in Computer Science, Information Technology, or related field
- Proven experience as an Application Support Analyst or in a similar role
- Strong knowledge of application support methodologies and best practices
- Proficient in troubleshooting and resolving technical issues
- Familiarity with ticketing systems, such as Jira, ServiceNow, or Zendesk
- Experience with monitoring tools and performance analysis
- Understanding of software development lifecycle (SDLC) processes
- Knowledge of databases and SQL for querying and analyzing data
- Ability to perform system maintenance, updates, patches, and backups
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills
- Ability to work collaboratively in a team environment
- Strong organizational and time management skills
- Proficiency in creating and maintaining technical documentation
- Experience with user acceptance testing and feedback processes
- Ability to manage and prioritize multiple tasks and tickets
- Familiarity with ITIL framework and best practices
- Willingness to provide after-hours support and participate in on-call rotation
- Ability to liaise effectively with vendors and third-party providers
- Knowledge of compliance requirements and regulatory standards in IT
- Ability to develop and update standard operating procedures
- Experience in training and providing guidance to end-users
- Self-motivated with a proactive approach to problem-solving
- Attention to detail and strong quality control focus
- Flexibility to adapt to changing priorities and technology developments

- Troubleshoot and resolve technical issues reported by end-users via ticketing systems, email, or phone.
- Monitor application performance and system alerts, taking proactive measures to prevent issues.
- Perform routine system maintenance, including updates, patches, and backups.
- Analyze application-related incidents to identify root causes and implement appropriate solutions.
- Collaborate with development teams to escalate and resolve complex issues.
- Create and maintain comprehensive documentation for troubleshooting procedures and resolution steps.
- Provide guidance and training to users on application functionalities and best practices.
- Conduct system health checks to ensure the optimal performance of critical applications.
- Liaise with vendors and third-party providers for support and issue resolution.
- Manage and prioritize multiple open tickets, ensuring timely and effective resolution.
- Participate in regular team meetings to discuss ongoing issues, updates, and improvements.
- Assist in the deployment and configuration of software applications.
- Implement and test application changes and upgrades in collaboration with development and QA teams.
- Track and document detailed information regarding user issues and resolutions.
- Develop and update standard operating procedures related to application support.
- Conduct user acceptance testing and provide feedback to development teams on new features or bug fixes.
- Evaluate and recommend tools and processes to improve troubleshooting efficiency.
- Perform quality control checks on application configurations and settings.
- Ensure compliance with internal policies and external regulations in all support activities.
- Provide after-hours support as part of an on-call rotation or as needed during critical incidents.

The ideal candidate for the Application Support Analyst role will possess a bachelor's degree in Computer Science, Information Technology, or a related field, and have proven experience in a similar position. This individual will excel in troubleshooting and resolving technical issues with a strong grasp of application support methodologies and best practices. Proficiency with ticketing systems such as Jira, ServiceNow, or Zendesk, and experience with monitoring tools and performance analysis are essential. The candidate should be well-versed in the software development lifecycle (SDLC), possess solid knowledge of databases and SQL, and demonstrate the capability to perform system maintenance, including updates, patches, and backups. Strong analytical and problem-solving skills are matched by excellent written and verbal communication abilities, necessary for working collaboratively in a team and providing guidance and training to end-users. Exceptional organizational and time management skills are required to manage and prioritize multiple tasks and tickets effectively. The candidate should exhibit familiarity with the ITIL framework, and be experienced in user acceptance testing, compliance requirements, and regulatory standards in IT. Personal attributes such as a proactive problem-solving approach, attention to detail, resilience under pressure, adaptability to change, and a customer-centric mindset are crucial. Additionally, the individual should be tech-savvy, a continuous learner, self-motivated, and able to work independently, demonstrating reliability and a strong work ethic in providing after-hours support as part of an on-call rotation.

- Troubleshoot and resolve technical issues reported by end-users via ticketing systems, email, or phone.
- Monitor application performance and system alerts, taking proactive measures to prevent issues.
- Perform routine system maintenance, including updates, patches, and backups.
- Analyze application-related incidents to identify root causes and implement appropriate solutions.
- Collaborate with development teams to escalate and resolve complex issues.
- Create and maintain comprehensive documentation for troubleshooting procedures and resolution steps.
- Provide guidance and training to users on application functionalities and best practices.
- Conduct system health checks to ensure the optimal performance of critical applications.
- Liaise with vendors and third-party providers for support and issue resolution.
- Manage and prioritize multiple open tickets, ensuring timely and effective resolution.
- Participate in regular team meetings to discuss ongoing issues, updates, and improvements.
- Assist in the deployment and configuration of software applications.
- Implement and test application changes and upgrades in collaboration with development and QA teams.
- Track and document detailed information regarding user issues and resolutions.
- Develop and update standard operating procedures related to application support.
- Conduct user acceptance testing and provide feedback to development teams on new features or bug fixes.
- Evaluate and recommend tools and processes to improve troubleshooting efficiency.
- Perform quality control checks on application configurations and settings.
- Ensure compliance with internal policies and external regulations in all support activities.
- Provide after-hours support as part of an on-call rotation or as needed during critical incidents.

- Proactive problem solver
- Strong analytical thinker
- Excellent communicator
- Team-oriented
- Highly organized
- Detail-focused
- Customer-centric mindset
- Resilient under pressure
- Resourceful
- Adaptable to change
- Tech-savvy
- Continuous learner
- Independent and self-motivated
- Patient and empathetic
- Strong work ethic
- Results-driven
- Critical thinker
- Reliable and dependable
- Able to manage multiple priorities
- Quality-oriented

- Competitive salary range
- Comprehensive health insurance (medical, dental, vision)
- Retirement savings plan with company match
- Paid time off (PTO) and holidays
- Flexible work schedule opportunities
- Remote work options
- Professional development and training programs
- Tuition reimbursement
- Employee wellness programs
- Life and disability insurance
- Employee assistance program (EAP)
- Commuter assistance program
- Team-building events and company outings
- Ergonomic workstation setups
- Volunteer and community service opportunities
- Career growth and advancement potential
- Access to cutting-edge technology and tools
- Recognition and rewards programs
- Inclusive and diverse work environment
- On-site fitness center (if applicable)