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Role Summary

AppLink GmbH Germany is a global software company specializing in connectors for ITOM and ITSM solutions across different software vendors. For our partner company, IBISoft SRL in Moldova, we are looking for a full time or two half time Application Support Analyst(s) to join our expanding team at a successful, dynamic software company. This role would suit either students or recent graduates in IT interested in data analytics or programming, or more experienced engineers looking to further develop their skills and careers.

Responsibilities include

• Own a customer's problem through to resolution
• First-level triage and solution or workaround response for all customer support application issues
• Managing cases, requests and enhancements using online tools and processes ( Atlassian Jira )
• Ensuring that client systems are fully operational and any loss of service is restored in a timely and efficient manner
• Providing a high level of service to our customers via email, phone, WebEx
• Problem determination, workaround resolution, root cause analysis, major incident management
• Deployment of service releases, patches, requests and customizations

Other Responsibilities

• support and further development of a ticketing system (Jira) that acts as the frontend for the customers to file support cases and manage them internally
• support and further development of a knowledge DB (Confluence) that acts as a source for customers and internally to resolve common issues quickly

Required Skills
• strong written and good spoken English
• excellent analytical and problem solving skills
• practical experience in Windows and Linux server administration, WebService applications and networking
• ability to understand the logical flow of data through reading Logfiles, Shell Scripts and XML content
• ability to work independently as part of a team not located in Moldova
• flexibility

Desirable Skills
• proven working experience in enterprise technical support, IT support or as a technical engineer
• familiarity with enterprise level IT management systems is advantageous

To apply, email your resume to karl.gruber@applink.de along with your salary requirement with subject " Customer Support Analyst " or call us on +49 172 4178569.

Please, no recruiters or agencies.