Applications Support Officer

About the role

The Applications Support Officer provides technical support and maintenance for enterprise applications, ensuring optimal performance and user satisfaction. Reporting to the Senior Database Administrator, the role involves troubleshooting, configuration management, and assisting with software upgrades and deployments.

Key responsibilities

• Provide Level 1 support for enterprise applications, resolving incidents and service requests within the Operational Level Agreement.
• Troubleshoot and diagnose application errors, performance issues, and integration failures.
• Assist with application upgrades, patches, and deployments in collaboration with development teams.
• Maintain application configurations and ensure compliance with ITIL processes and security standards.
• Document solutions, create knowledge‑base articles, and deliver user training as needed.
• Collaborate with vendors and internal teams for problem resolution and system enhancements.
• Monitor application performance and generate reports for capacity planning and optimization.

Required profile

• ‘O’ level school certificate with at least 5 merits including English and Mathematics.
• Diploma or Degree in Information Technology, Computer Science, or a related field.
• 2+ years of experience in application support or IT service delivery (1+ year for degree holders).
• Knowledge of enterprise applications, databases and basic scripting.
• Familiarity with ITIL processes and ticketing systems such as ServiceNow, Jira or ManageEngine.
• Strong problem‑solving and communication skills.

Required skills

• Enterprise applications: ERP, CRM, HRIS.
• Databases: Oracle, SQL Server, MySQL, PostgreSQL.
• Scripting: PowerShell, basic Python.
• ITSM tools: ServiceNow, Jira Service Management, ManageEngine.
• Cloud platforms: Azure, basic AWS.