Application Support Engineer- Tier 2- FT-Downsview

Role Summary

The Junior Tier 2 Application Support Engineer is responsible for advanced troubleshooting, incident resolution, and support of enterprise applications. This role acts as an escalation point from Tier 1, ensuring timely resolution of issues and contributing to system stability and continuous improvement.

Core Responsibilities

• Perform advanced troubleshooting and root cause analysis (RCA) for application and integration issues
• Act as escalation point for Tier 1 service desk tickets
• Perform effective triaging of incidents using logs, monitoring tools, and system diagnostics
• Analyze logs, APIs, and database queries to isolate issues
• Coordinate with development, infrastructure, and vendors for issue resolution
• Maintain ticket ownership and ensure SLA adherence
• Document incidents, known errors, and resolutions
• Participate in problem management and continuous improvement initiative...