Application Supp Engineer I
About the role
We are seeking a skilled IT support professional to join our dynamic team. This role requires a strong understanding of ITIL concepts and proficiency in troubleshooting and analyzing data.
Responsibilities
- Respond promptly and professionally to customer inquiries through multiple channels
- Troubleshoot and resolve technical issues using logs, monitoring data, and diagnostic tools
- Escalate unresolved or complex issues to senior team members or development teams when required
- Execute standard operating procedures during incidents to minimize disruption and restore service
- Update and maintain operational runbooks and internal knowledge bases with clear, concise information
- Document incidents and resolutions in ticketing systems to support knowledge reuse and transparency
- Work closely with cross-functional teams, such as developers, infrastructure, and QA, Business units and External Customers to resolve issues
- Lead clear communication during active incidents to manage expectations and minimize confusion
- Absorb and apply temporary workarounds when needed
- Contribute to internal knowledge sharing through documentation and participation in team sessions
- Analyze recurring issues to identify root causes and propose process enhancements
- Participate in initiatives that improve team efficiency, service quality, and customer satisfaction
- Write basic SQL queries to retrieve data for troubleshooting and analysis
- Aid in data validation and support reporting requests related to application support
- Liaise with stakeholders to understand business impact and urgency, adjusting prioritization to meet service expectations
- Perform other duties as required
Requirements
- Bachelor's Degree in Computer Science, Information Systems, Business Administration or related field
- 0 - 2+ years of technical application support, business support, or other related experience
Qualifications
- Understanding of ITIL concepts and terminology
- Proficiency in troubleshooting, using logs and monitoring data
- Ability to analyze data sets and generate reports
- Understanding the importance of maintaining quality standards
- Effective communication with stakeholders at various levels
Skills
- Understanding of ITIL concepts and terminology
- Proficiency in troubleshooting, using logs and monitoring data
- Ability to analyze data sets and generate reports
- Understanding the importance of maintaining quality standards
- Effective communication with stakeholders at various levels
Benefits
- Total Rewards: Salary range $64,000 - $84,000
- Medical, dental, and vision coverage
- Prescription drug coverage
- Health care flexible spending
- Dependent care flexible spending
- Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity)
- 401(k) plans
- Annual bonuses
- Opportunity to purchase company stock
- 11 paid holidays
- Up to 20 days PTO
- State-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked)
- Other leaves of absence, if eligible, when needed
Pay
The salary range for this job is $64,000 - $84,000. This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions, including, but not limited to: education, experience, licensure, certifications, geographic location, and peer compensation.
Schedule
This role may be hybrid or remote. If you live within 50 miles of the Aflac offices located in Columbus, GA or Columbia, SC, this role will be hybrid. If you live more than 50 miles from the Aflac offices located in Columbus, GA or Columbia, SC, this role will be remote. Any requests to come to the office would be communicated with you in advance.