IT Application Support

Key responsibilities:

Respond to the end-users via e-mail and/or telephone by
providing support for the business applications.
Provide user support to ensure the effective and timely
resolution of Application problems, keeping staff informed of
the status of their request for support.
Analyze, troubleshoot end-users problems -Utilize all
technical resources to solve reported issues.
Demonstrate and promote superior customer service in
handling inquiries, problems, and complaints..
Recommend enhancements base on the received Support
requests, Training for users, Enhancements on application
functionalities, communication materials (User Guides,
etc).
Identify and escalate situations requiring urgent attention.
Track and route problems and requests and document
resolutions.
Document solutions to problems regarding standard IT
applications and record them in the IT Knowledge Base.
Stay current with system information, changes and updates.

Typical skills, and background:

BSc degree in Computer Engineering , Computer Science , BIS or equivalent majors.
1 to 3 years of relevant work experience.
Strong computer, hardware, software, and analytical skills.
Experience installing, configuring, documenting, testing, training, and implementing
new applications and systems
Excellent problem solving and analytical skills
Unix/Linux with shell scripting, Web Service, JavaScript
Databases experience (Oracle, SQL Server).
Understanding of software development methodologies and coding standards.
Software application debugging and troubleshooting.
Familiar with technical support process and escalation management.
Background in Software Development/Testing is a plus.
Fluent in English.