IT Application Support Engineer

19 hours ago

Makati City, National Capital Region, Philippines Vela Ventures Full time $40,000 - $60,000 per year

Summary:

The IT Application Support Engineer plays a crucial role in ensuring the smooth functioning of software applications within the organization. They are responsible for providing technical support, troubleshooting, and resolving issues related to various applications used by the company. Additionally, they collaborate with other IT teams and departments to implement solutions, perform system upgrades, and optimize application performance.

Key Responsibilities:

Technical Support:

  • Provide timely and effective technical support to end-users encountering issues with software applications.

  • Diagnose and troubleshoot application-related problems, both hardware and software.

  • Communicate with users to understand the nature of the issues and provide guidance and solutions accordingly.

Incident Management:

  • Log, track, and prioritize incidents reported by end-users using incident management tools.

  • Follow established procedures for incident resolution, escalation, and closure.

  • Ensure that service level agreements (SLAs) are met for incident response and resolution.

Application Maintenance:

  • Perform regular maintenance tasks, such as applying patches, updates, and configurations to ensure application stability and security.

  • Coordinate with vendors and internal stakeholders for software upgrades and enhancements.

  • Document maintenance activities and keep application inventory up to date.

Training and Documentation:

  • Develop and maintain user guides, knowledge base articles, and other documentation to facilitate self-service and user training.

  • Conduct training sessions for end-users on application usage, best practices, and troubleshooting techniques.

Collaboration and Communication:

  • Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to resolve complex issues and implement solutions.

  • Communicate effectively with stakeholders regarding application-related updates, changes, and outages.

  • Participate in meetings and discussions to provide input on application-related decisions and strategies.

Continuous Improvement:

  • Identify opportunities for process improvement and automation to enhance the efficiency of application support operations.

  • Stay updated on industry trends, best practices, and emerging technologies relevant to application support.

Qualifications:

Bachelor's degree in Computer Science, Information Technology, or related field.

At least 1 year experience in IT application support or a related role.

Strong technical skills in troubleshooting software applications, databases, and operating systems.

Proficiency in using incident management tools and IT service management frameworks (e.g., ITIL).

Excellent communication and interpersonal skills.

Ability to work effectively both independently and in a team environment.

Detail-oriented with strong problem-solving abilities.

Certifications in relevant technologies (e.g., ITIL Foundation, PHP, AWS) are a plus.

Job Type: Full-time

Experience:

  • IT Application Support Engineer: 1 year (Preferred)

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