Technology Support Contractor

Description:

As a Technology Support Contractor, you will be responsible for providing technical support and ensuring the smooth operation of IT systems and infrastructure. Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.Diagnosing and resolving technical hardware and software issues. Installing, configuring, and maintaining computer hardware, software, systems, networks, printers, and scanners. Monitoring and maintaining computer systems and networks to ensure optimal performance. Documenting technical issues and solutions for future reference and training purposes.

Primary Skill Required for the Role: Java

Level Required for Primary Skill: Expert (10+ years experience)

Additional Skills Requested for Role:

• Application Support - Expert (10+ years experience)
• ITIL - Expert (10+ years experience)
• Dynatrace - Expert (10+ years experience)
• System Monitoring - Expert (10+ years experience)

Role Description:
As an Application Support Lead, you will manage and oversee the support operations for critical business applications. This role combines technical expertise with leadership, ensuring the timely resolution of incidents, continuous improvement of support processes, and high customer satisfaction. You will lead a team of support analysts, coordinate with development and operations teams, and drive process enhancements to deliver reliable and efficient support services.

Must Have Skillset:

• Proven experience in technical support leadership, including team management
• Strong problem-solving and analytical skills for diagnosing and resolving complex issues
• Excellent communication and interpersonal abilities for managing escalations and stakeholder relationships
• Customer-focused mindset with commitment to service excellence
• Proficiency with support tools and ticketing systems (ServiceNow, Jira Service Desk, Zendesk)
• Experience with incident, problem, and change management processes
• Ability to identify and implement process improvements
• Experience mentoring, training, and developing support staff
• Skilled in incident and escalation management
• Expertise in defining, tracking, and reporting on support KPIs
• Familiarity with ITIL or similar frameworks
• Adaptability and stress management in a high-pressure environment