Application Support Engineer at KNN Corporate Services Limited

Job Responsibilities

• Provide application support to internal users and external customers, addressing inquiries and resolving technical issues in a timely and efficient manner.
• Monitor the performance and availability of applications, proactively identifying and resolving any issues or disruptions to ensure uninterrupted service.
• Collaborate with software development teams to understand application functionality, workflows, and configuration details.
• Investigate and troubleshoot application-related incidents, performing root cause analysis and implementing corrective actions.
• Document and maintain knowledge articles, FAQs, and troubleshooting guides to assist users in resolving common issues independently.
• Collaborate with cross-functional teams to perform application testing, including functional, regression, and performance testing, ensuring the quality and stability of the systems.
• Support the deployment of application updates, patches, and new releases, ensuring minimal disruption to end-users.
• Participate in the development and maintenance of application monitoring and alerting systems to proactively identify and address potential issues.
• Communicate effectively with stakeholders, providing regular updates on the status of support requests and incident resolutions.
• Contribute to the continuous improvement of application support processes, identifying opportunities for automation, streamlining workflows, and enhancing efficiency.

Job Requirement

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Proven experience as an Application Support Engineer or in a similar role, supporting enterprise-level applications.
• Solid understanding of application architecture, web technologies, and database concepts.
• Proficient in troubleshooting application issues, performing root cause analysis, and implementing effective solutions.
• Experience with SQL queries and database management (e.g., Microsoft SQL Server, Oracle, MySQL).
• Familiarity with incident management and ticketing systems (e.g., Jira, ServiceNow).
• Excellent analytical and problem-solving skills, with the ability to handle multiple tasks and prioritize effectively.
• Strong customer service orientation, with excellent communication and interpersonal skills.
• Ability to work well in a fast-paced, team-oriented environment.
• Knowledge of ITIL principles and practices is a plus.

Person Specification

• Strong attention to detail and a commitment to delivering high-quality solutions.
• Proactive and self-motivated, with the ability to work independently and take initiative.
• Strong collaboration and teamwork skills, with the ability to work effectively with cross-functional teams.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Adaptability and flexibility to quickly learn new technologies and applications.
• Strong problem-solving skills, with the ability to analyze complex situations and identify practical solutions.
• Strong commitment to providing exceptional customer service and support.