Application Support Analyst - Tier 1

Cherwell Software
11 Jan 2018
09 Feb 2018
Contract Type
Full Time

At Cherwell Software, we work hard, we're serious about what we do and we're committed to bringing passion and customer focus to the business. We are proud to provide world-class IT Service Management solutions to 1700+ clients from different industries in 40+ countries with 98% of customer satisfaction.

We are a Deloitte’s Technology Fast 500 company, with offices in the US, Europe, and Australia. As we are growing rapidly, we are always seeking top talent to drive our continued growth. Your contributions as an Application Support Analyst – both big and small – will be valued, recognized, and rewarded at every step along our exciting journey. Are you ready to join the Cherwell team?

Role and Responsibilities:

  • Working as part of the Customer Support Team, receiving inquiries, issues and requests concerning Cherwell's applications from our customers via telephone, e-mail and self-service portal
  • Logging the above Incidents/Requests via our ITSM application providing accurate resolution as required
  • Documenting resolutions in our Knowledge system
  • Providing effective Incident management via assigning correct prioritization, updates, escalation and resolution to ensure Service Level Agreements are met
  • Liaising with team, accessing available knowledge articles, online articles and previously logged incidents to provide appropriate resolution
  • Conducting initial troubleshooting/investigation and update Incidents with relevant findings to aid in resolution if escalated to a senior technician

Education: Technical degree or equivalent
Certification: ITIL Foundation V3 (Highly Desirable), Microsoft Technology Associate (nice to have)

Your experience:

  • Experience with multiple application support environments
  • 2 + years of relevant Service Desk experience
  • Strong understanding of relational databases and ability to troubleshoot (tuning/indexing)
  • Strong analytical, process-oriented, evaluative and problem-solving abilities
  • Excellent customer service and communication skills
  • Ability to understand and resolve complex technical issues
  • Intermediate knowledge of Windows Operating Systems and MS office suite
  • Intermediate knowledge of IIS installation and configuration
  • Working knowledge of server virtualization/VM Ware
  • Working knowledge of network admin: Active Directory, LDAP, VPN, Proxies, TCP/IP, HTTP, SMS, MOM
  • Familiarity with Network Diagnostics (Ping, Wireshark, Netstat or other)
  • Familiarity IT Infrastructure Library (ITIL)
  • Demonstrated ability to quickly learn new technology
Why Cherwell?You like working with intelligent and driven colleagues

You would enjoy working for a fast-growing software company

Opportunities to grow your career

Bragging rights – check out our awards!

We’re a fun, close-knit team

We have a fast-paced, exciting work environment

We provide work-life balance benefits

We offer competitive benefits packages

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