Application Support (Tamheer)
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Key skills for this role
About the Role
Assist in providing first-level technical support for applications, manage incidents, troubleshoot issues, and document solutions while learning ITIL processes.
Key Skills for This Role
Responsibilities
- Provide first line support for application related incidents and service requests
- Log, categorize, and update support tickets in the ticketing system
- Troubleshoot basic application issues and escalate complex cases to senior team members
- Follow up with users to collect required information and provide status updates
- Assist in testing application fixes and validating reported issues
- Document incidents, solutions, and knowledge base articles
- Support user account management and basic application configuration
- Monitor support queues and ensure timely ticket handling according to defined SLAs
- Participate in team meetings, training sessions, and continuous improvement initiatives
- Learn and follow ITIL based support processes and company procedures
Requirements
- Bachelor's degree (or recent graduate) in Computer Science, Information Technology, Software Engineering, Computer Engineering, Information Systems, or related field
- Strong interest in software applications and technical support
- Basic understanding of operating systems and computer networks
- Familiarity with databases (SQL basics is a plus)
- Good analytical and problem solving skills
- Strong communication and customer service skills
- Ability to learn quickly and work in a team environment
- Good documentation skills
- Basic knowledge of Microsoft Office
- Familiarity with ticketing systems (ManageEngine, Jira, ServiceNow, etc.) is preferred
- Basic understanding of ITIL concepts is preferred
- Knowledge of web applications and APIs is an advantage
Full Job Posting
Job Summary
- The Application Support Trainee will assist the Application Support team in providing first level technical and functional support for business applications.
- The trainee will learn incident management, troubleshooting, user support, and service management processes while gaining practical experience in enterprise software support.
Key Responsibilities
- Provide first line support for application related incidents and service requests.
- Log, categorize, and update support tickets in the ticketing system.
- Troubleshoot basic application issues and escalate complex cases to senior team members.
- Follow up with users to collect required information and provide status updates.
- Assist in testing application fixes and validating reported issues.
- Document incidents, solutions, and knowledge base articles.
- Support user account management and basic application configuration.
- Monitor support queues and ensure timely ticket handling according to defined SLAs.
- Participate in team meetings, training sessions, and continuous improvement initiatives.
- Learn and follow ITIL based support processes and company procedures.
Required Qualifications
- Bachelor's degree (or recent graduate) in Computer Science, Information Technology, Software Engineering, Computer Engineering, Information Systems, or related field.
- Strong interest in software applications and technical support.
Required Skills
- Basic understanding of operating systems and computer networks.
- Familiarity with databases (SQL basics is a plus).
- Good analytical and problem solving skills.
- Strong communication and customer service skills.
- Ability to learn quickly and work in a team environment.
- Good documentation skills.
- Basic knowledge of Microsoft Office.
Preferred Skills
- Familiarity with ticketing systems (ManageEngine, Jira, ServiceNow, etc.).
- Basic understanding of ITIL concepts.
- Knowledge of web applications and APIs is an advantage.
Learning Opportunities
- Enterprise Application Support
- Incident & Service Request Management
- Ticketing Systems
- Root Cause Analysis
- SQL Queries
- Application Monitoring
- Knowledge Management
- Customer Communication
- IT Service Management (ITIL)
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