Benchmark IT Solutions

Job Description
Role Summary
We are seeking a client-facing Application Support Engineer to support and stabilize business applications within professional services and law firm environments.
This role combines hands-on technical support, ticket ownership, and operational coordination. While not a traditional Business Analyst or Project Manager role, the position requires a problem-solving mindset, strong business understanding, and ownership of day-to-day application operations.
The ideal candidate thrives in a fast-paced client environment, enjoys resolving complex issues, and proactively improves processes and system reliability.
Key Responsibilities

• Manage day-to-day application and technical support operations
• Resolve support tickets across multiple client environments
• Troubleshoot Windows systems, applications, and user issues
• Act as the primary point of contact for client support requests
• Reduce dependency on senior engineers through independent issue resolution
• Coordinate with internal teams, vendors, and stakeholders for incident resolution
• Support application implementations, upgrades, and operational improvements
• Document solutions, workflows, and recurring issues
• Maintain high customer satisfaction through professional client interaction
• Identify opportunities to improve processes and operational stability

Requirements
Required Qualifications

• 5-6 years of hands-on Application Support / Technical Support experience
• Strong troubleshooting skills in Windows environments
• Experience handling ticket queues and managing issues end-to-end
• Excellent client communication and customer service skills
• Ability to work independently and remain calm under pressure
• Strong analytical thinking and structured problem-solving approach
• Experience supporting multiple users or client environments

Preferred Experience

• MSP (Managed Service Provider) background
• Exposure to FileMaker environments
• Audio-Visual (AV) setup or configuration experience
• Professional services or law firm support experience
• Experience coordinating implementations or system rollouts
• Familiarity with operational workflows and business processes