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GIMS Application Support Supervisor
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- Before beginning the role in Tier-II support the incumbent will be required to attend in-person application training where they will be oriented with the application and have an opportunity to learn the application that they will be supporting.
- Application documents will be provided to use as a reference while providing technical assistance to end users.
- While the Tier-I support team will handle most typical workflow-related questions, the Tier-II support team will be required to support any issues where users are experiencing unique challenges from going through all the steps accurately and yet not able to complete their assigned tasks.
- These will most commonly arise from a phone call but in certain cases, the issues may be reported via email.
- In some cases, the Tier-II support team will work collaboratively with the Tier-I team to resolve the issue, and on other occasions, the Tier-II team may be required to work directly with the end user.
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