Application Support Analyst
York Telecom - Eatontown, NJ

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Job Description:
At Yorktel we don’t make video, we make video work. We
design, integrate and manage world-class video solutions
that enable visual communications – anytime, anywhere,
anyway. From video conferencing to streaming video,
media services to digital signage, Yorktel makes video
work – for you.Our philosophy is clear: Simplify.
Innovate. Connect.
We are currently seeking an Application Support Analyst
to own the architectural, functional, and technical
configuration aspects of the assigned application. The
role works with Engineering, Project Management, Service
Desk, IT, Service Management, Sales and the application
vendor to ensure that the application is fully
understood and able to be successfully installed,
configured, and supported internally at Yorktel and
externally for customers, globally. The Application
Support Analyst will document, prioritize, communicate,
and track Support and Enhancement requests, test new
application releases, manage new installations, and
troubleshoot existing through resolution.
This position reports directly to Network Engineering
Services Manager. The Application Support Analyst will
provide technical support to the Service Delivery and
Service Desk teams in regard to the onboarding of
customers to Yorktel. This position will work directly
with the Director of Service Management and the
application vendor to ensure application stability and
service level agreements
Fundamnetal n-tier application design, Windows
architecture and server infrastructure in support of
IIS, SQL and Microsoft Exchange, basic networking
concepts for firewall transversal and server
connectivity. Project coordination of application
implementation, troubleshooting of network, web and
database issues, global customer service, and technical
writing for documentation of support and enhancement
requests, work instructions, and training.
This position will have the responsibility and authority
to implement the application within Yorktel and
externally for Yorktel customers globally, within the
scope of Yorktel's policies and procedures.
Additionally, they will be empowered to work directly
with the application vendor and Yorktel customers for
escalations within Yorktel guidelines of established
policies and procedures.
This position regularly communicates to internal and
external customers to achieve a mutually desirable
outcome. This position will design and implement
application architecture in coordination with internal
and external IT departments providing server
infrastructure, configure the application, make
recommendations in regard to concerns or issues, ensure
resolution of any problems, and document all actions
taken or required, working closely with customer and
vendor. This position will regularly communicate status
of issues, enhancement requests, and implementation
timelines. The Application Support Analyst, as owner of
the application, will participate in training key
personnel, as needed, on application functionality.
Plan, organize, and managed deliverables for application
implementation projects within Managed ServicesAssess,
and work with others to determine project risks and
determine appropriate mitigation plansWork directly with
customers and vendor staff throughout the design,
delivery and support processesCreate and maintain
application support standards, procedures and other
documentation as required.Undertake strategic planning
in relation to application upgrades, new releases and
migrationsAssist in definition of and conform to
internal application governance standards and
practicesDesign and implementation of reports to assist
in the management of application
implementationsResponsible for successfully completing
projects on timeCommunicate internally and externally at
all levelsEnsure a high level of customer
satisfactionOther duties as assigned

Key Technical Responsibilities:
  • Own all implementations of the application from a
technical implementation and support perspective
  • Design application architecture and support
infrastructure discussions per implementation in
coordination with 3rd party vendor and customer
  • Install, configure and maintain all application
  • Provide first and second tier support for Yorktel
internal and customer implementations
  • Take ownership of the Incident Management process
and act as the final point of technical escalation
for the application within Yorktel
  • Manage the lifecycle of problem identification,
through root cause analysis, to the completion of
associated remediation tasks, in conjunction with
the customer and vendor
  • Lead root cause analysis activities to successfully
identify root causes of problems
  • Proactively identify problem trends and known error
conditions to work towards a permanent solution
  • Maintain High Availability of the Application,
including Database Backups, and recovery processes
in the event of failures. (Preferred)
Techncial Certifications
  • Proof of MS IIS and MS SQL training/experience
  • MCP and/or MCSA (highly regarded)ITIL certification
  • Basic technical knowledge of videoconferencing
standards (preferred)
  • Knowledge of VMWare VSphere (preferred)
Skills and Additional Qualifications
  • Excellant written and oral communication
  • Ability to document application architecture,
configuration, use case, and work instruction
  • Excellent problem solving and troubleshooting
  • Effective negotiation
  • Ability to effectively coordinate and manage
multiple projects simultaneously
  • May required off/after hours support for customer
  • Excellent customer service (internal and
external)3rd party vendor relationship management
specific to application needs or concerns
  • Ability to work with others in sometimes stressful
and fast-paced environment
  • A team player with a clear understanding or ability
to learn Yorktel's business
  • Proficient in the use of computers and MS Suite
(Outlook, Project, Excel, Visio, and Word)
  • Minimum of 2 years of experience in application
support and/or product management
  • Technical aptitude and interest in A/V technology
and services
  • College degree or military technical college
graduate or equipment and related work experience
  • May require occasional lifting (up to 26 lbs)
  • Requires extensive sitting, standing and walking
  • Domestic travel requiring multi-night stays within
and at times outside the local work area
  • Valid U.S. driver's license
  • Must be willing to complete background checks and
drug tests as required by current or future
  • Must be willing to apply for security clearnances,
SSA Suitability, and other related clearances to be
able to work at certain customer locations.
Join us and you will enjoy an excellent salary and
benefits package, including 401k and Flex 125 plans.It
is our policy to employ qualified persons without regard
for race, creed, color, national origin, nationality,
ancestry, age, sex, marital or domestic partnership
status, sexual orientation or disability. Individuals
are considered for employment, promotion, or training
solely on their ability to perform the essential
functions of the position. Minorities and women are
encouraged to apply.

Note to 3rd party agencies and search firms:
Thank you for your interest in Yorktel. It is our
practice to recruit and fill career opportunities
through the Human Resources, Corporate Recruiting
organization. We ask that you not submit candidates for
consideration to us without receiving a formal written
request from our Corporate Recruiting organization to do
so. All resumes submitted; (with or without use of your
agency access credentials) will be deemed unsolicited
and as such will not be eligible for placement fees.
Thank you and we appreciate your cooperation.
% of Travel Required : None
Shift/Hours : First Shift (Day)
Skills : Engineering - > Applications / Technical Support
Information Technology - > Applications Administrator -
CM, Applications Development, Business Systems Analyst,
Software Installation/Configuration
Offer Relocation : No