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Application Support Specialist

4 weeks ago

Ontario ON, Canada Idea Theorem Full time

Position Type: Contract - Support & Maintenance EngagementLocation: Hybrid - Primarily remote with occasional collaboration in Toronto, ONDuration: January 2026 - December 2027 (with option to renew)Reports to: Project Manager / Technical LeadPosition OverviewThe Application Support Specialist provides day-to-day functional and technical support for enterprise systems. This role serves as the front-line point of contact for incident reporting, troubleshooting, and communication between end users and the technical delivery team. The Specialist ensures prompt issue triage, accurate documentation, and efficient coordination with .NET Developers, SQL DBAs, and System Administrators - maintaining compliance with established service-level response times (High - 4 hours, Medium - 1 day, Low - 5 days).Key ResponsibilitiesAct as the first line of support for end users, logging, categorizing, and tracking issues through the ticketing system (email, web, or phone).Diagnose, reproduce, and document incidents; determine severity and escalate appropriately.Coordinate with technical teams to ensure timely issue resolution.Maintain a knowledge base of known issues, resolutions, and user FAQs.Perform validation and regression testing after fixes are deployed.Provide regular status updates and incident reports.Contribute to contingency planning by ensuring critical issues are prioritized and escalated efficiently.Support quality control and knowledge transfer by documenting workflows, test steps, and change summaries.Assist in end-user communications and training refreshers for new features or patches.Ensure all support activities align with organizational security and privacy standards.Required Skills and Experience3-5 years of experience providing application or functional support for enterprise systems.Familiarity with .NET web applications and SQL Server environments.Experience documenting and reproducing bugs using tools like Jira, Freshdesk, or Azure DevOps.Working knowledge of IIS-based web environments.Strong communication, analytical, and problem-solving skills.Proven experience following incident management and escalation processes with measurable SLAs.Excellent documentation and organizational skills.Preferred AssetsBackground in Quality Assurance or Software Testing (ideal for QA-to-support transition).Exposure to Microsoft Reporting Services (SSRS) or Report Builder.Familiarity with enterprise governance or public-sector compliance environments.Knowledge of business processes related to digital applications or workflow automation.Educational RequirementsCollege diploma or university degree in Computer Science, Information Technology, or related discipline.ITIL Foundation or equivalent certification is an asset.