Application Support Analyst

Role overview

Responsibilities

• Respond to user inquiries, resolve technical issues, and help ensure application availability.
• Monitor performance, diagnose incidents, troubleshoot issues, and coordinate technical escalations.
• Document solutions and procedures, guide users on best practices, and communicate status, timelines, and resolutions.
• Assist with testing updates or new features, improving support processes, and refining support documentation and knowledge base content.

Qualifications

• Strong application support and technical support skills, including experience assisting users and maintaining reliable application performance.
• Strong troubleshooting and analytical skills to investigate issues and identify effective solutions.
• Clear, professional communication with users, technical teams, and stakeholders.
• Relevant experience with engineering or educational platforms is beneficial.
• A diploma or degree in Computer Science, Information Technology, Engineering, or a related field is preferred; ticketing system familiarity and basic system administration are also preferred.
• Ability to work independently, manage part-time hours, and adapt to changing priorities in a hybrid setup is essential.