Technical Application Support Specialist – Incident Response

Deloitte France

Pittsburgh (Allegheny County)

On-site

USD 60,000 - 90,000

Full time

11 days ago

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Job summary

Deloitte Global seeks a Technology Support Specialist to provide premium-level support, addressing end user inquiries with urgency and triaging incidents through the ticketing system. You will log and track incidents from identification to resolution, collaborating with development and infrastructure teams to ensure timely resolutions and knowledge sharing.

Your role requires 2+ years in technical application support, excellent communication, and flexibility to work shifts, including after-hours

Qualifications

Bachelor's degree in information technology, computer science, or related field.
2+ years of experience as a Technical Application Support Analyst.
Excellent written and verbal communication skills.
Experience with incident tracking systems such as ServiceNow.
Experience with MS Office suite.
Experience working with end users to resolve incidents.
Ability to work flexible shifts including late nights, holidays, and weekends.
Experience working successfully with onshore and offshore teams.
Experience with SharePoint for building/ maintaining knowledgebase entries
Ability to prioritize tasks and flexibility to work on multiple assignments.
Excellent customer service and communication skills.

Responsibilities

Provide premium-level application support via email, phone, and chat, to both internal and external users.
Maintain all application SLAs and respond to users via a ticketing system for incident management.
Respond to end user support inquiries with a sense of urgency. Analyze and resolve or triage application support incidents/requests.
Log and track incidents/requests from identification through resolution in incident management software.
Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.
Collaborate with application development/infrastructure resources to resolve incidents/requests.
Follow all internal processes and procedures within the Product Support team, including ticket handling and ticket management.
Document resolutions and internal procedures and update knowledge articles.
Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a professional attitude.
Mentor less experienced analysts on proper standards/techniques to improve their accuracy and efficiency.
Provide after hours and on-call support as needed.