{"id":3532062,"url":"https://alion.io/job/infor-it-support-engineer-2","title":"IT Support Engineer","company":{"id":1808,"name":"Infor","domain":"infor.com","url":"https://alion.io/company/infor","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":{"grade":"A","score":100,"open_postings":13,"ghost_share":0,"stale_share":0,"repost_share":0.077,"time_to_fill_p50_days":10,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Prague, Czech Republic"],"countries":["CZ"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16500,"max_usd":39000,"period":"year","method":"role_country_seniority_unknown","sample_n":31},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"MS SQL","optional":false},{"name":"PostgreSQL","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false},{"name":"Copilot","optional":true}],"status":"live","first_seen_at":"2026-10-29T16:23:18Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-01T09:57:06Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"We are looking for an enthusiastic and service-minded Associate IT Support Engineer. In this role, you’ll provide technical support to end-users, troubleshoot and resolve incidents across our services applications, and help ensure smooth daily operations across our technology environment.\nA Typical Day in the Life Includes:\nProvide support for ServiceNow and other support and services platforms, resolving incidents and service requests within agreed SLA targets.\nInvestigate and troubleshoot application issues by analyzing logs, querying databases, and reproducing defects - escalating complex cases to the Tier 3 development team with clear documentation.\nCollaborate with Tier 3 developers, vendors, and cross-functional teams to drive resolution of escalated issues and communicate status updates to stakeholders.\nCreate and maintain knowledge base articles to improve first-contact resolution and team efficiency.\nMonitor application health and analyse incident trends to proactively identify recurring issues and contribute to continuous improvement initiatives.\nLeverage AI-powered tools and assistants in day-to-day support tasks to improve productivity and resolution quality.\nWork on a shift rotation schedule covering APAC, EMEA, and NA time zones to support a global customer base.\n\nBasic Qualifications:\n2+ years of Tier 2 application support. \nProficiency in SQL (Microsoft SQL Server, Oracle, PostgreSQL) for querying and investigating application issues.\nStrong analytical and troubleshooting skills with a structured approach to diagnosing issues across unfamiliar systems.\nClear and professional communication skills - verbal and written - for engaging both technical and non-technical stakeholders.\nFamiliarity with ITIL-based incident management practices..\nWillingness and ability to work on a shifting schedule covering APAC, EMEA, and NA time zones, including on-call duties and holiday coverage.\nWorking knowledge of ServiceNow - including navigating the platform, managing tickets, and performing basic configurations.\nPreferred Qualifications:\nFamiliarity with ServiceNow administration - including workflows, business rules, form configurations, and user/role management.\nBonus points for a ServiceNow Certified System Administrator (CSA) certification or ITIL Foundation certification.\nExperience with Certinia (formerly FinancialForce) or similar enterprise Customer Support and Services platforms.\nFamiliarity with AI-powered automation tools (Kiro, CoPilot)\nQA skills, including experience in testing, defect documentation, and validation of application fixes or releases.","description_format":"text","description_chars":2607,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Software","ERP & Business Management Software"],"lifecycle":[{"event":"open","at":"2026-10-30T16:23:18Z"}],"visa":[],"liveness":{"score":89,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.891,"p_room":1,"age_days":2,"expected_fill_days":10,"reasons":["conf:0","velocity","win:early","comp:brand"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/infor-it-support-engineer-2","json_url":"https://alion.io/job/infor-it-support-engineer-2.json","meta":{"generated_at":"2026-11-01T12:46:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19706,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1808},"rest":"https://alion.io/mcp/rest/get_company?id=1808"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finfor-it-support-engineer-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Finfor-it-support-engineer-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Finfor-it-support-engineer-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/infor-it-support-engineer-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finfor-it-support-engineer-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3532062}},{"tool":"search_jobs","arguments":{"company":"infor.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3532062},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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