Application Service Support Analyst
Core
Provide first-level technical support for business-critical applications and software systems to end users, ensuring smooth operation and resolving application-related issues.
Role type
Application Service Support Analyst (IT Support)
Builds
Application support services and user experiences
Domain
IT Services / Application Support
Deliverable
client delivery
Required skills
First-level technical support, troubleshooting application issues, monitoring application performance, managing support tickets, implementing application updates and patches, creating support documentation, collaborating with cross-functional teams, knowledge of .NET web applications, knowledge of database systems, experience with Microsoft SQL Server, familiarity with scripting languages, experience with ticketing systems (Freshdesk, ServiceNow, BMS), knowledge of IT service management practices
Preferred skills
IT certification, A+ certification
Technologies
.NET, Microsoft SQL Server, Freshdesk, ServiceNow, BMS
Responsibilities
Support end users experiencing application-related issues, diagnose and resolve complex technical problems, monitor application performance and availability, manage and prioritize support requests via ticketing system, assist in implementing application updates and patches, create and maintain support documentation and user guides, identify opportunities for process improvement and automation, participate in on-call rotations
Seniority
Junior to Mid-level, hands-on IC