Application Support Engineer

Roles and responsibilities

An Application Testing Engineer is responsible for ensuring that software applications run smoothly and efficiently while providing support to users and resolving issues.

Minimum of 5 years of hands on experience as Application Support Engineer.

Technical Skills

• Application Knowledge: In-depth understanding of the higher education industry applications (vendor based and in-house developed) being supported, including their functionality, architecture, and integration points.
• Troubleshooting and Problem-Solving: Strong analytical skills to diagnose and resolve application issues quickly and effectively.
• Database Management: Basic knowledge of databases (e.g., SQL) to query data, perform troubleshooting, and assist with data-related issues.
• Scripting and Automation: Proficiency in scripting languages (e.g., Python, PowerShell, Bash) to automate routine tasks and improve processes.
• Operating Systems: Familiarity with relevant operating systems (e.g., Windows, Linux) and their configuration to support application performance.
• Networking Basics: Understanding of networking concepts (e.g., TCP/IP, DNS, firewalls) to troubleshoot connectivity issues.
• Monitoring Tools: Experience with application performance monitoring tools (e.g., APM Manage Engine, Splunk) to track and analyze application performance.
• Incident, Service and Change Management: Knowledge of incident, service request and change management processes to ensure that application support is conducted smoothly.
  

Soft Skills

• Communication: Strong verbal and written communication skills to interact effectively with users and technical teams.
• Customer Service Orientation: Ability to provide exceptional support and maintain positive relationships with users, understanding their needs and concerns.
• Attention to Detail: Meticulousness in documenting issues, solutions, and processes to ensure clarity and consistency.
• Time Management: Strong organizational skills to prioritize tasks and manage multiple support requests simultaneously.
• Collaboration: Ability to work closely with development, QA, and IT teams to resolve complex issues and improve application performance.
  

Beneficial Certifications

• ITIL Foundation Certification
• Microsoft Certified: Azure Fundamentals
• CompTIA A+ or similar technical support certifications
  

Domain Knowledge

• Understanding of the Education industry, its processes and enterprise systems/solutions.

Desired candidate profile

• Application Monitoring and Maintenance:

  • Monitor the performance and health of software applications through automated tools and manual checks.
  • Ensure that applications are running smoothly and address any performance degradation or outages promptly.
  • Perform routine maintenance tasks such as software updates, patches, and system upgrades to keep applications secure and up to date.

• Troubleshooting and Issue Resolution:

  • Provide support for troubleshooting application-related issues by identifying root causes and resolving them quickly.
  • Work with users to understand and document problems, and provide solutions or workarounds.
  • Perform debugging, error analysis, and system log review to isolate issues within the application.

• Incident Management:

  • Act as a point of contact for users experiencing issues with applications, logging incidents, and managing resolutions.
  • Prioritize and manage incidents based on their severity, ensuring high-priority issues are addressed promptly.
  • Escalate more complex issues to higher-level support or development teams if necessary.

• Collaboration with Development Teams:

  • Work closely with software developers to identify and resolve bugs or application defects.
  • Communicate application issues, user feedback, and system improvements that could enhance the application’s functionality or user experience.
  • Assist developers with testing new features and functionality before deployment into production environments.

• User Support and Training:

  • Provide assistance to end-users by answering application-related questions, offering training, and creating user manuals.
  • Help users with application configuration, troubleshooting common issues, and utilizing application features effectively.
  • Conduct user training sessions to ensure efficient use of the application and foster user adoption.

• System Integration and Configuration:

  • Work on integrating applications with other internal or external systems as required by the business.
  • Configure application settings and user preferences based on specific business needs or user requirements.
  • Assist with configuring APIs, data connectors, and other integrations to ensure seamless interoperability between systems.

• Application Deployment and Upgrades:

  • Support the deployment of new software releases or application upgrades by coordinating testing, rollout, and deployment.
  • Ensure that the deployment process is smooth and that end-users are aware of any new features or updates.
  • Provide support during the rollout phase, ensuring that any issues are quickly identified and addressed.

• Documentation and Reporting:

  • Maintain and update technical documentation related to application configurations, known issues, and troubleshooting steps.
  • Create and maintain knowledge bases, user guides, and FAQ documents for end-users and internal teams.