Application Support Engineer

3 days ago

Abu Dhabi, Abu Dhabi, United Arab Emirates ParamInfo Full time
Roles and responsibilities

An Application Testing Engineer isresponsible for ensuring that software applications run smoothlyand efficiently while providing support to users and resolvingissues.

Minimum of 5 years of hands onexperience as Application SupportEngineer.

TechnicalSkills

  • Application Knowledge: In-depthunderstanding of the higher education industry applications (vendorbased and in-house developed) being supported, including theirfunctionality, architecture, and integrationpoints.
  • Troubleshooting and Problem-Solving:Strong analytical skills to diagnose and resolve application issuesquickly and effectively.
  • Database Management:Basic knowledge of databases (e.g., SQL) to query data, performtroubleshooting, and assist with data-relatedissues.
  • Scripting and Automation: Proficiencyin scripting languages (e.g., Python, PowerShell, Bash) to automateroutine tasks and improve processes.
  • OperatingSystems: Familiarity with relevant operating systems (e.g.,Windows, Linux) and their configuration to support applicationperformance.
  • Networking Basics: Understandingof networking concepts (e.g., TCP/IP, DNS, firewalls) totroubleshoot connectivity issues.
  • MonitoringTools: Experience with application performance monitoring tools(e.g., APM Manage Engine, Splunk) to track and analyze applicationperformance.
  • Incident, Service and ChangeManagement: Knowledge of incident, service request and changemanagement processes to ensure that application support isconducted smoothly.

SoftSkills

  • Communication: Strong verbal andwritten communication skills to interact effectively with users andtechnical teams.
  • Customer Service Orientation:Ability to provide exceptional support and maintain positiverelationships with users, understanding their needs andconcerns.
  • Attention to Detail: Meticulousnessin documenting issues, solutions, and processes to ensure clarityand consistency.
  • Time Management: Strongorganizational skills to prioritize tasks and manage multiplesupport requests simultaneously.
  • Collaboration:Ability to work closely with development, QA, and IT teams toresolve complex issues and improve applicationperformance.

BeneficialCertifications

  • ITIL FoundationCertification
  • Microsoft Certified: AzureFundamentals
  • CompTIA A+ or similar technicalsupport certifications

DomainKnowledge

  • Understanding of the Educationindustry, its processes and enterprisesystems/solutions.
Desired candidate profile

  • Application MonitoringandMaintenance :

    • Monitorthe performance and health of software applications throughautomated tools and manual checks.
    • Ensure thatapplications are running smoothly and address any performancedegradation or outages promptly.
    • Performroutine maintenance tasks such as software updates, patches, andsystem upgrades to keep applications secure and up todate.

  • Troubleshootingand IssueResolution :

    • Providesupport for troubleshooting application-related issues byidentifying root causes and resolving themquickly.
    • Work with users to understand anddocument problems, and provide solutions orworkarounds.
    • Perform debugging, error analysis,and system log review to isolate issues within theapplication.

  • IncidentManagement :

    • Act as apoint of contact for users experiencing issues with applications,logging incidents, and managingresolutions.
    • Prioritize and manage incidentsbased on their severity, ensuring high-priority issues areaddressed promptly.
    • Escalate more complexissues to higher-level support or development teams ifnecessary.

  • Collaborationwith DevelopmentTeams :

    • Work closelywith software developers to identify and resolve bugs orapplication defects.
    • Communicate applicationissues, user feedback, and system improvements that could enhancethe application's functionality or userexperience.
    • Assist developers with testing newfeatures and functionality before deployment into productionenvironments.

  • UserSupport andTraining :

    • Provideassistance to end-users by answering application-related questions,offering training, and creating usermanuals.
    • Help users with applicationconfiguration, troubleshooting common issues, and utilizingapplication features effectively.
    • Conduct usertraining sessions to ensure efficient use of the application andfoster useradoption.

  • SystemIntegration andConfiguration :

    • Work onintegrating applications with other internal or external systems asrequired by the business.
    • Configure applicationsettings and user preferences based on specific business needs oruser requirements.
    • Assist with configuringAPIs, data connectors, and other integrations to ensure seamlessinteroperability betweensystems.

  • ApplicationDeployment andUpgrades :

    • Support thedeployment of new software releases or application upgrades bycoordinating testing, rollout, anddeployment.
    • Ensure that the deployment processis smooth and that end-users are aware of any new features orupdates.
    • Provide support during the rolloutphase, ensuring that any issues are quickly identified andaddressed.

  • Documentationand Reporting :

    • Maintainand update technical documentation related to applicationconfigurations, known issues, and troubleshootingsteps.
    • Create and maintain knowledge bases,user guides, and FAQ documents for end-users and internalteams.
Key Skills
ApplicationEngineering,Application Support,Software Applications
Employment Type : Full-time
Department / Functional Area: ApplicationDevelopment
Experience: years
Gender: Male
Vacancy: 1

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