Application Support Engineer

GSSTech Group

Provide day-to-day application support for internal and external users.

• Troubleshoot and resolve technical issues related to application performance, user access, and functionality.
• Respond to and resolve Level 2 (L2) and Level 3 (L3) support tickets within defined Service Level Agreements (SLAs).
• Bug Fixing & Deployment: Coordinate with the vendor and internal teams to identify software bugs, test patches, and manage the deployment of updates in production environments.
• Run SQL queries to extract data, generate reports, or perform data fixes as required for troubleshooting.
• Documentation: Maintain a comprehensive Knowledge Base for common issues, system configurations, and standard operating procedures (SOPs).
• Perform Root Cause Analysis and deep-dive investigations into recurring system failures and propose long-term technical solutions.
• Monitor application performance and conduct regular health checks.
• Create and maintain documentation for application procedures, troubleshooting steps, and best practices.
• Participate in software upgrades, patches, and migrations as needed.
• Escalate unresolved issues to the development or infrastructure teams as necessary.
• Ensure compliance with IT policies, security, and data protection regulations.
• Provide training and guidance to end-users to optimize application usage.

Requirements:

• Bachelor s degree in computer science, Information Technology
• Proven experience in application support, system administration, or technical support (3-4 years preferred).
• Strong knowledge of SQL, PL/SQL, ERP, Database tools, Oracle, SQL databases, and server environments.
• Proficiency in troubleshooting and resolving application issues.
• Excellent communication skills and the ability to work collaboratively with technical and non-technical teams.
• Ability to handle multiple tasks in a fast-paced environment.
• Problem-solving mindset and keen attention to detail.