Application Support Engineer

Application Support Engineer

The Application Support Engineer plays a key role in ensuring that software applications are effectively utilized to support business operations. This position provides technical assistance to end users, troubleshoots software-related issues, and collaborates with internal teams to enhance system performance. Additionally, the role involves contributing to the development and delivery of training programs to improve software adoption and efficiency.

Skills & Experience

• Strong experience with enterprise and desktop applications, particularly Microsoft Office Suite.
• Proficiency in troubleshooting software issues using structured problem-solving methodologies.
• Familiarity with programming languages and database management, including SQL.
• Ability to create and interpret technical documentation for training and user support.
• Awareness of emerging trends in software and technology.
• Experience maintaining and managing databases for tracking support requests.
• Strong understanding of business operations and how technology supports organizational goals.

Key Responsibilities

Strategic Support & Process Improvement

• Develop and implement user feedback systems to enhance software support services.
• Analyze recurring technical issues to identify trends and implement preventive solutions.

Software Evaluation & Deployment

• Research and assess software applications to support purchasing and development decisions.
• Assist in the testing and evaluation of new and existing software solutions.

Technical Support & Issue Resolution

• Respond to and resolve software-related support requests, ensuring minimal disruption to business operations.
• Document user inquiries, categorize issues, and prioritize resolution efforts.
• Perform hands-on troubleshooting, including software installations, system updates, and configuration adjustments.
• Maintain detailed records of support activities, tracking resolutions for future reference.
• Communicate system issues and updates to relevant stakeholders, including management and technical teams.
• Verify the effectiveness of solutions through post-resolution testing and follow-ups.

Software Maintenance & Optimization

• Monitor and enhance the performance of enterprise software and applications.
• Stay current with supported software applications and provide user training as needed.
• Maintain internal knowledge bases, FAQs, and troubleshooting resources.
• Conduct routine system maintenance, including software updates, patches, and security enhancements.
• Utilize diagnostic tools to streamline troubleshooting efforts.
• Provide guidance and mentorship to junior team members.
• Support additional projects and responsibilities as assigned.

Education & Certification

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent experience (5 years).
• Microsoft Azure certification preferred.