Application Support Officer – Software Services

About the role

The Application Support Officer ensures the smooth operation of the company’s core software applications. Acting as the subject‑matter expert, you will troubleshoot incidents, provide quick fixes, and work closely with business users and IT teams to maintain system availability.

Key responsibilities

• Troubleshoot and resolve mission‑critical application incidents, restoring service promptly.
• Investigate reported issues, diagnose root causes, and implement permanent fixes.
• Create and maintain documentation of support processes, system configurations, and SOPs.
• Support project activities to keep applications stable and hosted on supported platforms.
• Manage application access, including account provisioning, role updates, and terminations.
• Coordinate with third‑party vendors for solution delivery, enhancements, and bug fixes.
• Assist with onboarding of new business applications, gather user requirements, and test integrations.
• Install software upgrades and ensure systems remain fit for purpose.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).
• ITIL certification is an advantage.
• Minimum 3 years of experience in application support or production support.
• Strong organizational skills and ability to manage multiple parallel activities.
• Excellent verbal and written communication across all levels.

Required skills

• SQL databases and SQL scripting.
• Windows and Unix/Linux operating systems.
• Troubleshooting methodologies and system integration principles.
• Basic knowledge of network and application infrastructure/architecture.