Application Support Specialist

The Application Support Specialist is considered a Tier 3 Software Support position providing technical support to studio operations focused on software and applications developed for OTF studios. To thrive in this role, you will need to be very organized, high aptitude in problem solving, and excellent communication and customer service skills. This role requires knowledge of Mobile Device Management software packages include creating new policies, device groups, and security measures for our tablets as well as scheduling and performing software deployments via IBM Maas360, network configurations and set up, and network monitoring.

 WHAT YOU WILL DO

• Maintain a high level of awareness of potential in-studio/OTF network issues 
• Work with Software Engineers to evaluate new and existing hardware / applications that is to be deployed to studios 
• Coordinate with software development teams to identify potential software bugs and deploy approved fixes/workarounds 
• Maintain IBM Maas360 dashboard and creates additional policies and device groups as needed 
• Provide documentation for supporting all in-house developed applications 
• Develop new methods for streamlining support and reducing turnaround time to customers 
• Maintain a high level of support by ensuring support ticket SLAs are met 
• Monitor network connectivity of devices in studio 
• Co-design and implement short- and long-term strategic plans to ensure OTF application support teams meet existing and future requirements 
• Codevelop, implement, and maintain policies, procedures, and associated training plans for support use
• Establish service level agreements with end users 
• Provide “ownership” of problem through final resolution 
• Manage and ensure optimal operation of all OTF applications 
• Establish and maintain regular written and in-person communications with the organization’s executives, decision-makers, stakeholders, department heads, and end users regarding pertinent support activities
• Oversee the administration of user accounts, permissions, and access to IBM Maas360 dashboard
• Knowledge of internet & routing protocols 
• Strong technical knowledge in various related IT fields and software applications 
• Have an understanding of Service Support Centric Environment with Self Service as the main support service tool 

ARE YOU QUALIFIED?

• Bachelor’s Degree in computer science or related field 
• Excellent knowledge of software support on Windows OS 
• Hands-on experience troubleshooting hardware such as servers, routers, bridges, switches, hubs, modems, and network interface cards 
• 3 + years' managing MDM solution 
• IBM Maas360 experience required 
• Network + Certification / Equivalent experience 
• CompTIA Project / Equivalent experience 
• MYSQL Certification / Equivalent experience 
• Network monitoring experience (using tools like Domtz)  

POSITION TYPE

This is a full-time position

WORK SCHEDULE 

Orangetheory Fitness currently observes the following hybrid work model for employees at the Grove office in Boca Raton, FL

• Remote optional: Mondays and Fridays
• On-site days: Tuesdays, Wednesdays, and Thursdays

Why Join Orangetheory Corporate?

We offer a competitive salary along with exceptional benefits such as:

• Free workouts at corporate studios
• Healthcare Benefits: Medical, Dental, Vision among many other supplemental benefits
• Employer Paid Benefits: Long-Term Disability and Life Insurance
• Paid Time Off
• Holiday Pay
• Parental Leave Pay
• State-of-the-Art Wellness Center at the Grove
• 401k Plan with Employer Contribution
• Team Building, Employee Engagement activities and so much more

Our Company provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type will not be tolerated.