Application Support Engineer

Required Skills and Competencies

• Minimum 5 years of experience in engineering application support, enterprise application support, desktop/application operations, or technical support.
• Good experience in remote application troubleshooting and supporting users across locations, business units, or project teams.
• Working knowledge of ServiceNow or similar ITSM platforms
• Good understanding of ITIL practices, especially incident management, request fulfilment, change management, problem management, and knowledge management.
• Experience working with L1 support teams and guiding them on troubleshooting, ticket handling, and documentation quality.
• Ability to troubleshoot standard and intermediate engineering application issues across installation, licensing, access, configuration, virtual desktop behavior, and application dependencies.
• Ability to create clear and reusable Knowledge Base articles, SOPs, troubleshooting guides, and support documentation.
• Ability to raise, track, and follow up vendor support cases.
• Experience with Azure Virtual Desktop, Citrix, VDI, or similar remote desktop/application delivery platforms.
• Experience supporting application launchers within virtual desktop environments or controlled application delivery platforms is preferred
• Basic understanding of Oracle Client, SQL Server Client, ODBC, TNS configuration, database drivers, ports, and connectivity troubleshooting
• Ability to use AI tools for documentation, SQL assistance, troubleshooting support, scripting assistance, and productivity improvement is preferred