L2 Application Support Technician - Overnight Shift

Description: • Act as level 2 application support for requests and issues from our facilities and offices. • Respond to incoming tickets and accurately identify, diagnose, prioritize, resolve the tickets within established SLA standards following established processes. • Monitor and troubleshoot in-house custom applications, system integrations, and data quality using monitoring tools, including Azure Alerts, Azure Monitor, Azure App Insights, and Azure Data Factory. • Participate in an after-hours support rotation to provide support to end-users. • Perform escalations to vendors or internal departments when necessary and work with the other party to resolve the issue to the end user’s satisfaction. • Collaborate with software engineering, product owners, vendor support teams and our helpdesk for all support related activities. • Support projects for software upgrades and new deployments. • Create and maintain documentation for standard Technical Support policies, procedures, and... practices. • Develop how-to documentation, training material, and FAQs for Ardent Mills’ team members (end users). • Work effectively in a team environment to promptly provide support to our users and with a positive customer service attitude. • Has deep understanding of application dependencies. Requirements: • 1+ years’ experience in Information Technology and technical support • Experience with ITSM tools and processes (i.e. ServiceNow and Azure DevOps) • Experience with alert monitoring and system troubleshooting (i.e. Azure Alerts, Azure Monitor, Azure App Insights, Azure Data Factory, etc.) • Experience with RESTful API integration and JSON/XML data formats • Experience providing excellent customer service • Experience troubleshooting software issues by reviewing code • Be tech-savvy and able to learn new software quickly • Exhibit a strong work ethic and responsible behavior and must always maintain the confidentiality of information. • Excellent interpersonal skills with both technical and non-technical personnel. • Analytical and problem-solving skills • Strong organizational skills and ability to prioritize work to meet deadlines. Benefits: • Medical, Dental and Vision Coverage • Health and Dependent Savings Accounts • Life and Disability Programs • Voluntary Benefit Programs • Company Sponsored Wellness Programs • Retirement Savings with Company Match • Team Member and Family Assistance Program (EAP) • Paid Time Off and Paid Holidays • Employee Recognition Program with Rewards (RAVE Apply Job!