IT Application Support Engineer - #1099015

The IT Application Support Engineer to ensure effective operation, support, and continual improvement of business-critical applications (such as ERP, CRM, HRIS, and other internal platforms) and to provide essential user support on applications that may include basic infrastructure-related IT issues. 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

Pre-requisites

Technical Knowledge:

• Basic knowledge of SQL for data lookup or troubleshooting

• Familiarity with SSRS (SQL Server Reporting Services) reporting tools for generating or troubleshooting business reports

• Exposure to application development concepts, including understanding of system logic, UI/UX basics, and collaborating with software vendors or internal developers is an advantage

• Familiarity with Active Directory, user account setup, and Windows-based systems is an advantage

• General understanding of network/infrastructure basics (for backup support of infra engineer) is an advantage

Process & Documentation:

• Experience in maintaining support documentation, SOPs, and troubleshooting guides

Other Requirements:

• Good verbal and written communication skills to interact with end-users and vendors

• Able to work independently, prioritize tasks, and manage multiple support issues