Job Summary:
The ideal candidate will be responsible for providing high-quality technical support for our suite of applications, ensuring optimal performance and user satisfaction. This role requires a proactive problem-solver with excellent communication skills and a strong technical background.
Key Responsibilities:
- Provide first and second-level support for application-related issues, ensuring timely resolution and minimal disruption to business operations.
- Monitor application performance and conduct regular system checks to identify and address potential issues before they impact users.
- Collaborate with development teams to understand application functionalities and provide feedback for improvements.
- Document and maintain detailed records of support activities, including issue resolution steps and user interactions.
- Assist in the deployment and configuration of new applications and updates, ensuring seamless integration with existing systems.
- Conduct user training sessions and create user guides to enhance application usage and efficiency.
- Participate in on-call rotation to provide after-hours support as needed.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Proven experience in application support or a similar role, with a strong understanding of ITIL processes.
- Proficiency in troubleshooting and resolving technical issues across various platforms and applications.
- Familiarity with database management and querying (e.g., SQL).
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Strong organizational skills and the ability to manage multiple tasks simultaneously.
- Experience with ticketing systems and remote support tools.
Preferred Skills:
- Experience with cloud-based applications and services.
- Knowledge of scripting languages (e.g., Python, PowerShell) for automation.
- Certification in ITIL or other relevant IT service management frameworks.