^Application Support Engineer- 5316621

$92,997 - $113,797/Yr

Accenture - Walnut Creek, CA

Full-time - Mid Level

Walnut Creek, CA

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The Application Support Engineer at Accenture Flex is responsible for providing L2 technical support, acting as the front-line interface between the Engineering team and Product Owner. This role involves troubleshooting software issues, maintaining client-side software packages, and collaborating with cross-functional teams to ensure effective resolution of technical problems. The position emphasizes the importance of communication and documentation in managing support tickets and engaging with vendors to mitigate issues.

Responsibilities

• Provide L2 support by researching, diagnosing, troubleshooting issues, and resolving incidents.
• Build, deploy, and maintain client-side software packages for Windows and Mac OS.
• Escalate incident tickets through appropriate channels and ensure timely responses according to SLAs.
• Prioritize and manage multiple open tickets simultaneously.
• Perform routine maintenance and troubleshooting of on-prem servers.
• Participate in code reviews and architectural discussions, documenting designs through diagrams and logical flows.
• Collaborate with cross-functional teams to define technical requirements and integration points.
• Identify potential conflicts or issues and engage appropriate vendors/teams to resolve them.
• Document investigative steps and analysis for escalation to Product and IT owners.
• Conduct onshore-offshore handoffs and relay communications timely to avoid gaps.
• Estimate and plan work through user stories and tasks.
• Understand business needs and run proof of concepts to demonstrate new functionality requirements.

Requirements

• Minimum 4 years of experience with NetDocuments Document Management System and its related integrations such as DocuSign, Accuroute, and SharePoint applications.
• Proficient with MS Office applications and add-ons.
• Proficient in .NET, C#, SQL, and API development.
• High School Diploma or GED.

Benefits

• Competitive rewards and access to benefits programs.
• World-class learning resources.