Application Support Specialist (Intermediate English)

Description

Job Summary: We are seeking an Application Support Specialist to resolve software incidents, configure systems, and maintain the knowledge base, supporting end users and development teams. Key Highlights: 1. Comprehensive first- and second-level technical support 2. Advanced ticket management and service-level agreements (SLAs) 3. Opportunity to work with web and cloud technologies Staff Boom is an outsourcing company headquartered in Anaheim, California, with locations in the Philippines, Peru, and Colombia. Staff Boom specializes in customized staffing and consulting solutions for small and medium-sized enterprises, with a strong focus on the insurance industry. We offer on-site remote outsourcing services, including: Insurance Back Office, Accounting/Finance, Customer Service, Lead Generation, Data Entry, IT, Marketing, Legal Support Services, among others. Currently, we are seeking an Application Support Specialist with **advanced/upper-intermediate English proficiency**. **Requirements:** * Willingness and ability to work under a 24/7/365 rotating shift schedule (including day, evening, and night shifts), in accordance with the company’s personnel rotation policy. * Solid understanding of web application functionality (HTTP status codes such as 401 and 500, REST APIs, DNS, and browser caching). * Over 1 year of experience managing a ticket queue on platforms such as Ivanti, Jira Service Desk, or ServiceNow. Strong ticket management and tracking practices, with knowledge of service-level agreements (SLAs). * Ability to execute basic database queries (SELECT, WHERE, UPDATE) to verify user statuses or validate information. * Excellent written communication skills. Ability to translate technical errors into clear, user-friendly status updates. * English level B2 or higher. * Prior experience providing first- and second-level technical support (Help Desk), resolving hardware, software, network, and application issues. * Basic experience navigating Azure or AWS environments, including locating and managing resources such as Virtual Machines or Web Apps. * Understanding of Git and general knowledge of code repositories’ concepts and operations. * Certification in ITIL Foundation, CompTIA A\+, IT Fundamentals\+, Microsoft 365 Certified: Fundamentals, or vendor-specific training (e.g., Salesforce or Ivanti). **Responsibilities:** * Provide technical support to users experiencing software-related issues. Review and categorize incoming tickets to determine whether the issue stems from the network, infrastructure, or application layer. * Install, configure, and update software applications and operating systems following established company procedures. * Use basic diagnostic tools, log reviews, and procedural guides to investigate and resolve application and system failures or alerts. * Create and maintain frequently asked questions (FAQs) and knowledge base articles to help the support team resolve inquiries more quickly and efficiently. * Report confirmed application defects to the Development team via Jira, including reproduction steps, evidence, and initial findings. Also collaborate with vendors when necessary. * Assist senior engineers in monitoring application performance, especially during peak demand periods or software deployments. **Benefits:** * Formal employment from Day 1: CTS (Compensación por Tiempo de Servicios), biannual bonuses, paid vacation, health insurance, family allowance (if applicable), and all statutory labor benefits. * Market-competitive salary * Attendance bonuses * Performance bonuses * Timely payments (biweekly and month-end) * Corporate benefits: gym access, health discounts (optometry, dentistry, psychology), educational partnerships, entertainment discounts (cinemas, parks, events), and food product benefits. * Job stability and growth opportunities * Excellent work environment * Two fixed rest days per week **Work Modality:** * Full-time, on-site work * Location: Santiago de Surco, 5th block of Av. Manuel Olguín, near Universidad de Lima. If you meet the above requirements and wish to deliver exceptional technical support to our users, don’t hesitate to apply! Our specialists will contact you shortly. *Discrimination is strictly prohibited at this company per Laws No. 29973 and Law No. 30709\. No distinction shall be made based on race, color, sex, language, religion, political or other opinion, national or social origin, economic position, birth, or any other condition.* Job Type: Full-time Relocation/Moving: * Santiago de Surco, Lima: Ability to commute to work without difficulty or plan relocation prior to starting employment (Mandatory) Application Question(s): * Please indicate your salary expectations. Language: * Spoken intermediate English (Mandatory) Work Location: On-site employment