Tier 2 Application Support SpecialistLocation: RemoteDuration: 12 month contractExperience Required: 6+ yearsRole Purpose:The Tier 2 Application Support Specialist is responsible for providing advanced support for enterprise applications by resolving escalated issues from Tier 1 support, coordinating with development and infrastructure teams, and ensuring high system availability. This role ensures optimal application performance, maintains system documentation, and delivers high-quality technical support to internal users or external clients.Key Responsibilities:
Investigate, analyze, and resolve complex application-related incidents escalated from Tier 1 support.
Monitor application performance and availability; proactively identify issues and coordinate resolution.
Collaborate with development, infrastructure, and QA teams to troubleshoot bugs and implement solutions.
Handle user access management, configurations, and application-specific change requests.
Maintain accurate and detailed incident, problem, and change records using ITSM tools (e.g., ServiceNow, Jira).
Assist in deployment and release activities, including post-release verification and issue tracking.
Conduct root cause analysis and contribute to the development of knowledge base articles and FAQs.
Participate in application upgrades, patches, and hotfixes.
Provide on-call support as part of a scheduled rotation.
Communicate effectively with stakeholders regarding incident status, resolution timelines, and service updates.
Required Skills and Experience:
Minimum 6 years of experience in Application Support (Tier 2 or higher).
Strong analytical and problem-solving skills with hands-on experience in troubleshooting application issues.
