IT Application Support Engineer

The role is vital in maintaining business continuity by resolving user issues, collaborating on system enhancements, and contributing to cross-functional IT operations. The position also acts as a cross-trained backup for infrastructure-related support, helping ensure seamless operations, especially during peak loads.

Responsibilities:

• Develop, maintain, and continuously improve IT documentation, including support procedures, configuration records, system guides, and knowledge base articles
• Deliver 1st and 2nd line support for applications (e.g., ERP, HRIS, CRM)
• Manage application-related incidents and service requests using the IT ticketing system
• Investigate and resolve recurring application issues; escalate to vendors if required
• Configure and maintain application settings, user roles, and permissions
• Perform system testing and validation during patches, upgrades, and changes
• Conduct training for end-users on business applications and IT tools
• Monitor application performance and assist in troubleshooting performance-related issues
• Collaborate with the IT System Engineer on infrastructure-related dependencies
• Participating in IT and business projects involving application support and implementation
• Support minor infrastructure tasks (e.g., network troubleshooting, account setup) when needed
• Ensure compliance with IT policies, data security, and internal standards
• Perform other IT-related tasks as assigned by the IT Manager

Pre-requisities:

Technical Knowledge:

1. Basic knowledge of SQL for data lookup or troubleshooting
2. Familiarity with SSRS (SQL Server Reporting Services) reporting tools for generating or troubleshooting business reports
3. Exposure to application development concepts, including understanding of system logic, UI/UX basics, and collaborating with software vendors or internal developers is an advantage
4. Familiarity with Active Directory, user account setup, and Windows-based systems is an advantage
5. General understanding of network/infrastructure basics (for backup support of infra engineer) is an advantage

Process & Documentation:

1. Experience in maintaining support documentation, SOPs, and troubleshooting guides

Other Requirements:

1. Good verbal and written communication skills to interact with end-users and vendors
2. Able to work independently, prioritize tasks, and manage multiple support issues