Application Support

Key responsibilities

• Provide frontline technical support to end-users, responding to application issues, queries and requests in a timely and professional manner
• Diagnose and troubleshoot application problems, identifying root causes and implementing effective solutions
• Document and track support tickets, ensuring all issues are logged accurately and resolved in accordance with service level agreements
• Collaborate with development teams to escalate complex technical issues and contribute to identifying long-term fixes
• Create and maintain user documentation, knowledge base articles and training materials to support self-service support
• Assist with application testing, configuration and deployment of updates and new releases
• Provide second-level support to resolve issues that cannot be handled at the first-line helpdesk level
• Maintain strong communication with stakeholders to manage expectations and provide regular status updates on ongoing issues

What we're looking for

• 2-4 years of professional experience in application support, IT helpdesk or a similar technical support role
• Strong technical knowledge of application troubleshooting, system administration and IT infrastructure
• Proven experience with ticketing systems and ITSM best practices
• Excellent problem-solving skills with the ability to diagnose and resolve complex technical issues
• Strong communication skills, with the ability to explain technical concepts clearly to non-technical users
• Experience with database systems and enterprise applications is highly desirable