Application Support Analyst

Role Summary

We are seeking a client-facing Application Support Engineer to support and stabilize business applications within professional services and law firm environments.

This role combines hands-on technical support, ticket ownership, and operational coordination. While not a traditional Business Analyst or Project Manager role, the position requires a problem-solving mindset, strong business understanding, and ownership of day-to-day application operations.

The ideal candidate thrives in a fast-paced client environment, enjoys resolving complex issues, and proactively improves processes and system reliability.

Key Responsibilities

• Manage day-to-day application and technical support operations
  
• Resolve support tickets across multiple client environments
  
• Troubleshoot Windows systems, applications, and user issues
  
• Act as the primary point of contact for client support requests
  
• Reduce dependency on senior engineers through independent issue resolution
  
• Coordinate with internal teams, vendors, and stakeholders for incident resolution
  
• Support application implementations, upgrades, and operational improvements
  
• Document solutions, workflows, and recurring issues
  
• Maintain high customer satisfaction through professional client interaction
  
• Identify opportunities to improve processes and operational stability
  

Requirements

Required Qualifications

• 5-6 years of hands-on Application Support / Technical Support experience
  
• Strong troubleshooting skills in Windows environments
  
• Experience handling ticket queues and managing issues end-to-end
  
• Excellent client communication and customer service skills
  
• Ability to work independently and remain calm under pressure
  
• Strong analytical thinking and structured problem-solving approach
  
• Experience supporting multiple users or client environments
  

Preferred Experience

• MSP (Managed Service Provider) background
  
• Exposure to FileMaker environments
  
• Audio-Visual (AV) setup or configuration experience
  
• Professional services or law firm support experience
  
• Experience coordinating implementations or system rollouts
  
• Familiarity with operational workflows and business processes