The Role
As an Application Support Specialist, you will analyze and troubleshoot incidents from users, provide resolution support, collaborate with global teams, document processes, and maintain knowledge articles. The role demands effective communication and proactive improvement initiatives within the support framework.
Summary Generated by Built In
- Analyse and troubleshoot daily incidents and queries which are generated by users from a range of different applications.
- Provide detailed problem analysis, resolutions, or workarounds by following existing support workflows, protocol and procedures which are established in the support teams.
- Collaborate with global support teams for technical consultancy on a regular basis.
- Review current processes and workflow to identify opportunities for continuous improvements.
- Ensure that new processes and remediation are documented comprehensively and communicated to the respective team members.
- Perform the role of an application administrator for specific tasks and systems within the support domain.
- Administer and maintain the knowledge base articles and FAQ for respective applications.
Candidates should have the following qualifications and competencies;
- A degree/diploma in IT or related engineering discipline.
- Must have 1 or 2 years of experience working with the ITSM framework (tier support).
- Very good communication skills in English (both written and spoken).
- Willing to work in late shift (afternoon to midnight).
- Effective interpersonal skills coupled with a positive work attitude.
- A team player and proactive in identifying areas of improvements within the internal support domain.
- Basic knowledge of data base query language (SQL).
- Preferably good skills in one of the following working areas:
- Change Management (e.g. JIRA)
- Requirements Management (e.g. Doors, Jama, Polarion)
- Training & Development
- Paid Time Off
- Work from Home
- Medical
Top Skills
SQL
The Company
What We Do
We take care of your IT solutions, so that you can focus on success. Our passion for IT and partnerships with key technology providers grant us the agility and resources to create solutions that are tailored to your business requirements.
As accredited Atlassian Experts, we are able to customize, implement and maintain the full suite of Atlassian products on behalf of our customers. Whether you are a start-up company or a large enterprise corporation, let us help you get the most out of your infrastructure and processes.
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