IT applications specialist

- Respond to incoming communications via phone, email, and chat from internal clients to document and assess key issues. - Troubleshoot pressing problems and assist in resolving reported issues. - Create and maintain comprehensive knowledge base articles. - Collaborate with section managers and service owners to enhance internal IT processes. - Stay updated on internal business operations. - Conduct follow-ups regarding client concerns. - Communicate progress updates, document issues, and resolve customer problems efficiently. - Escalate persistent issues to the section manager in a timely manner as necessary. - Investigate, confirm, and document product defects while creating service tickets. - Keep abreast of advancements in products relevant to the Architecture, Engineering, and Construction (AEC) industry. - Implement specialized applications for various business units. - Conduct testing of applications and relay feedback to the section manager, project manager, or service owner. - Assess specialized technologies for relevance and effectiveness. - Review recurring issues to identify root causes and propose corrective actions. - Analyze customer concerns to uncover trends. - Proactively manage a backlog of customer issues. - Participate in product BETA programs for hands-on testing. - Provide insightful feedback to product management and development teams regarding features and enhancements. - Monitor essential systems and services to detect performance issues. - Attend local or regional user group meetings and conferences related to AEC or IT. - Build relationships with vendor support contacts and escalate unresolved matters for vendor resolution. - Identify potential opportunities that may lead to new services. - Manage AEC product licenses effectively. - Engage in professional services from vendors. - Deliver peer-to-peer training and group presentations for clients. - Define benchmarking criteria for hardware related to engineering and architectural design.