Business Application Support

About the Role

We are looking for a proactive and customer-focused IT Support Analyst to join our Dhaka, Bangladesh team. This role combines business application support (primary) and end-user IT support (secondary), ensuring smooth daily operations for our global teams.

You will be responsible for assisting users with business systems, troubleshooting IT issues, and acting as a key bridge between end-users, product teams, and IT.

Key Responsibilities

1. Business Application Support (Core Focus)

· Provide guidance to internal users on system workflows, logic, and business processes

· Support users in navigating and using company business applications effectively

· Validate, document, and escalate system bugs to Product/Development teams

· Monitor and track application issues, ensuring proper follow-up and resolution

· Contribute to improving user experience by identifying recurring issues and proposing solutions

2. IT Helpdesk & End-User Support

· Provide L1/L2 support for hardware, software, and network-related issues

· Troubleshoot and resolve user issues on laptops, peripherals, and office equipment

· Assist remote users with technical support across multiple locations

· Support Windows OS environment and Office 365 usage

· Resolve network connectivity and system access issues

3. Operations & Monitoring

· Monitor systems and services to ensure availability and performance across regions

· Manage and resolve tickets according to SLA and priority

· Perform routine system checks, updates, and maintenance

4. Collaboration & Documentation

· Work closely with global IT teams and product teams to resolve complex issues

· Document troubleshooting steps, solutions, and knowledge base articles

· Provide user training and guidance to improve IT and system adoption

5. Productivity & AI Enablement

· Use AI-powered tools (e.g., copilots, chat assistants, automation tools) to improve efficiency in ticket handling, troubleshooting, and documentation

· Demonstrate curiosity and willingness to learn and adopt emerging AI technologies

· Identify opportunities to leverage AI to streamline repetitive tasks and enhance user support experience

Business Application Support Skills

· Ability to understand and explain business workflows and system logic clearly

· Experience supporting internal tools, platforms, or enterprise applications

· Strong analytical mindset to troubleshoot functional/system issues

AI & Productivity Mindset

· Basic familiarity with AI tools (e.g., ChatGPT, Copilot, or similar assistants)

· Enthusiasm for using AI to improve daily work efficiency and support quality

· Willingness to continuously learn and experiment with new tools and technologies

Soft Skills

· Strong communication skills to interact with global stakeholders

· Customer-oriented mindset with strong problem-solving abilities

· Ability to manage multiple tasks in a fast-paced environment

· Detail-oriented and process-driven approach

Technical Skills

· Solid experience in Windows OS, hardware, and network troubleshooting

· Working knowledge of Microsoft 365 / Office 365

· Familiarity with printers, scanners, and endpoint troubleshooting

Experience

· Around 3 years of relevant experience.

· Previous experience in IT Helpdesk / Service Desk / IT Support role

· Experience in business application support is a strong advantage

Certifications (Preferred)

· CompTIA A+, Microsoft certifications, or equivalent

Education:

· Bachelor’s or master’s degree in Computer science (CSC), Information Technology or a related technical field.

Profile We’re Looking For

· Comfortable supporting global users (EMEA/APAC/US) across time zones

· Strong in ticket handling, escalation, and communication

· Able to balance ~80% application support and ~20% IT technical support

· Proactive, self-learning, and adaptable to new technologies (including AI tools)