Application Support Associate
Summary
Application Support Associate handles escalated IT application tickets: diagnosing issues, implementing fixes, keeping applications online per SLAs, maintaining user access, running usability tests, and coordinating with vendors. Requires an IT degree with hardware/network coursework; application troubleshooting experience is a plus.
About the role
The Application Support Associate ensures support software requests and application services, including system maintenance, are properly attended to and aligned with service level agreements. The role supports reliable application operations by diagnosing issues, implementing solutions, maintaining user access, and coordinating with vendors and internal stakeholders.
Key responsibilities
Conduct diagnostics upon receipt of assigned escalation tickets.
Assess application issues and identify appropriate solutions.
Execute identified solutions and document work completion.
Contribute to the creation and maintenance of the IT Application Knowledge Base.
Ensure familiarity with and consistent use of the Application Knowledge Base.
Ensure applications are online and accessible to users in accordance with service level agreements.
Maintain user accounts and application access.
Execute software usability tests.
Deploy finalized applications to production clients.
Initiate vendor contact and discussions regarding application issues and requests.
Report initial issues for repair or damage identification.
Prepare and update required daily and weekly reports.
Raise initiatives and activities focused on process and system improvement.
What we're looking for
Bachelor of Science degree in an IT-related course, with major units in hardware computer architecture and network foundation.
Work experience in application troubleshooting and resolution is an advantage.
Basic written and oral communication skills.
Basic knowledge and understanding of IT operations.
Basic interpersonal skills.