IT Application Support

IT Application Support

Get to know this role:

We are seeking a dedicated and proactive Application Support Officer to join our dynamic team. In this role, you will be responsible for ensuring the smooth operation of our applications and providing exceptional support to our users. Your expertise will be essential in resolving technical issues, assisting users, and improving the overall user experience.

In this role you will get to:

• User Support: Provide timely and effective support to users, addressing inquiries, troubleshooting issues, and offering solutions to ensure their uninterrupted use of our applications.
• Issue Resolution: Diagnose and resolve application-related problems, collaborating with cross-functional teams, including developers and quality assurance professionals, when necessary.
• Documentation: Create and maintain comprehensive documentation, including user manuals, guides, and troubleshooting resources, to assist users and fellow team members.
• Training: Assist in designing and conducting user training sessions to ensure users can maximize the benefits of our applications.
• Software Enhancements: Collaborate with development and product teams to identify opportunities for improving application functionality and user experience based on user feedback.
• Monitoring and Reporting: Monitor system performance, track issues, and maintain records. Generate reports on support activities, issue trends, and resolutions.
• Process Improvement: Continuously evaluate and refine application support processes to enhance efficiency and user satisfaction.
• Communication: Maintain clear and open communication channels with users and internal teams to ensure a seamless support experience.
• Quality Assurance: Participate in quality assurance efforts to identify and prevent potential issues before they impact users.

Who we are looking for: 

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Proven experience in application support, IT support, or a similar role.
• Strong problem-solving skills and analytical thinking.
• Excellent communication and interpersonal skills.
• Proficiency in written and spoken English.
• Ability to work collaboratively in a team and independently when required.
• Familiarity with Microsoft Office and other relevant software.
• Experience with SQL databases is a plus.