Application Support Engineer

• Provide application support to internal users and external customers addressing inquiries and resolving technical issues in a timely and efficient manner.
• Monitor the performance and availability of applications proactively identifying and resolving any issues or disruptions to ensure uninterrupted service.
• Collaborate with software development teams to understand application functionality workflows and configuration details.
• Investigate and troubleshoot application-related incidents performing root cause analysis and implementing corrective actions.
• Document and maintain knowledge articles FAQs and troubleshooting guides to assist users in resolving common issues independently.
• Collaborate with cross-functional teams to perform application testing including functional regression and performance testing ensuring the quality and stability of the systems.
• Support the deployment of application updates patches and new releases ensuring minimal disruption to end-users.
• Participate in the development and maintenance of application monitoring and alerting systems to proactively identify and address potential issues.
• Communicate effectively with stakeholders providing regular updates on the status of support requests and incident resolutions.
• Contribute to the continuous improvement of application support processes identifying opportunities for automation streamlining workflows and enhancing efficiency.

Job Requirement

• Bachelors degree in computer science Information Technology or a related field.
• Proven experience as an Application Support Engineer or in a similar role supporting enterprise-level applications.
• Solid understanding of application architecture web technologies and database concepts.
• Proficient in troubleshooting application issues performing root cause analysis and implementing effective solutions.
• Experience with SQL queries and database management (e.g. Microsoft SQL Server Oracle MySQL).
• Familiarity with incident management and ticketing systems (e.g. Jira ServiceNow).
• Excellent analytical and problem-solving skills with the ability to handle multiple tasks and prioritize effectively.
• Strong customer service orientation with excellent communication and interpersonal skills.
• Ability to work well in a fast-paced team-oriented environment.
• Knowledge of ITIL principles and practices is a plus.

Person Specification

• Strong attention to detail and a commitment to delivering high-quality solutions.
• Proactive and self-motivated with the ability to work independently and take initiative.
• Strong collaboration and teamwork skills with the ability to work effectively with cross-functional teams.
• Excellent communication skills both written and verbal with the ability to explain technical concepts to non-technical users.
• Adaptability and flexibility to quickly learn new technologies and applications.
• Strong problem-solving skills with the ability to analyze complex situations and identify practical solutions.
• Strong commitment to providing exceptional customer service and support.