• Senior Application Support Engineer

    Job Locations US-NC-Raleigh
    Job ID
    # of Openings
    Information Technology
  • Overview

    The Company


    Arch Capital Group Ltd. is a Bermuda-based company which provides insurance, reinsurance and mortgage insurance on a worldwide basis.  Arch Capital Services Inc. provides support and expertise to entities across ACGL to help them operate effectively and efficiently. Arch is committed to helping its associates create what’s next by providing access to a variety of programs supporting your professional development and a culture that encourages innovation, collaboration and professional growth. We seek talent that thinks innovatively, values collaboration and will go the extra mile to serve our customers and develop our company.


    The Position

    The Senior Application Support Engineer architects solutions, acts as a subject matter expert, delivers general application support, and provides thought leadership around their areas of expertise. The incumbent operates independently on complex assignments involving the analysis of both business and regulatory requirements, as well as the analysis of the individual technical implementations to maximize benefit to the business.  The Senior Application Support Engineer establishes and cultivates highly successful relationships with our business units, technical implementation teams, management and vendors. Travel up to 25% may be required.


    Job Responsibilities

    • Define application and system configuration standards, work with commercial tools or write custom scripts to validate and enforce them
    • Design technical architecture for all core application services
    • Perform advanced technical analysis and recommend IT systems purchases and upgrades as needed
    • Track issues and business requests and conduct research on broad-based solutions and new features that meet user needs
    • Provide second or third level technical support of core business applications; often requires management and coordination of outside vendors and internal subject matter experts
    • Investigate and diagnose application malfunctions in assigned user tickets and identify/implement solutions
    • Write scripts/programs to automate builds, application deployments, patching and maintenance, configuration updates, access provisioning, and other system administration functions
    • Identify and recommend usage policies and operational guidelines
    • Provide project coordination and write documentation for technology implementations
    • Review system performance data and make suggestions to improve overall performance, as well as forecast future system needs based on trends
    • Build systems per specifications to meet availability and performance targets as outlined in service level agreements with business owners
    • Support the onboarding, off-boarding, and updates to user permissions for supported applications
    • Install, configure, and support applications deployed to the on premise Arch Data Centers
    • Administer cloud-based applications
    • Maintain 24x7 availability for any critical issues requiring escalation



    Desired Skills

    • Ability to learn and master Arch-specific software (both cloud-based and on premise) quickly
    • Working knowledge of SQL Databases, basic network configuration, and IT hardware and software
    • Strong understanding of system security, authentication, and hardening technologies such as Active Directory, ADLDS, LDAP, PKI, AV, DLP, email filtering, and encryption in addition to Windows desktop and server operating systems and VMware server virtualization
    • Broad experience with system management and patching tools such as Solarwinds Patch Manager, SCCM, and WSUS
    • Knowledge of systems and application monitoring tools such as Solarwinds Orion
    • Customer service orientation and sense of urgency to maintain expected service levels
    • Exceptional analytical skills, troubleshooting, and problem solving ability
    • Excellent oral and written communication skills

    Required Education/Experience 

    • Bachelors’ degree in Computer Science, Information Systems, or related field
    • 8+ years’ of relevant experience


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