Application Support Engineer

Responsibilities:

User Support: Provide timely and effective support to end-users, addressing queries, troubleshooting application-related issues, and ensuring a positive user experience.

Issue Resolution: Investigate, diagnose, and resolve technical issues related to software applications. This may involve analyzing log files, debugging, and collaborating with development teams to find solutions.

Communication: Maintain clear and concise communication with end-users, as well as internal teams. Provide updates on issue resolution progress and ensure users are informed about any potential downtimes or system changes.

Documentation: Create and maintain documentation, including FAQs, knowledge base articles, and troubleshooting guides to assist both end-users and other support staff.

Collaboration: Work closely with software developers, QA teams, and other IT professionals to understand application architecture, features, and updates. Collaborate on identifying and implementing improvements to enhance application stability and performance.

Monitoring: Utilize monitoring tools to proactively identify potential issues before they impact users. Implement and maintain alerts for critical system events.

Software Deployment: Assist in the deployment of new applications or updates, ensuring a smooth transition and minimal disruption to users.

Training: Conduct training sessions for end-users on how to effectively use applications, guiding them through new features and best practices.

Security: Collaborate with security teams to ensure that applications comply with security policies and standards. Monitor and address security vulnerabilities in applications.

Requirements:

Formal Education : S1 Strata 1 – Equivalent majoring in business/ technical.

Work Experience : min 3-5 years experience in completed project software development, support and ITSM with any tools (ServiceNow is plus).

Specific Requirement : 

1. Technical Knowledge: Strong technical knowledge in the applications and technologies being supported, as well as knowledge of No Code Platform, databases, operating systems, and networking protocols. Proficiency in programming languages such as PowerPlatform, SQL, php, ReactJS, ReactNative, Net Core, C#, JavaScript, Python or UIPath may also be required.

2. Problem-Solving Skills: Ability to identify, troubleshoot, and resolve technical issues in a timely and effective manner, as well as diagnose and resolve problems.

3. Communication Skills: Strong communication skills, both verbal and written, to effectively communicate with technical and non-technical stakeholders, as well as to document incidents and resolutions.

4. Customer Service: Excellent customer service skills to provide support to end-users and ensure their needs are met in a timely and effective manner.

5. Attention to Detail: Strong attention to detail and the ability to identify and analyze technical issues and incidents to determine root cause.

6. Organization and Time Management: Ability to prioritize and manage multiple tasks and responsibilities, and work under pressure to meet deadlines.

7. Continuous Learning: A desire and ability to continuously learn and stay up-to-date with new technologies and best practices in application support.