Provide first and second-line support for internal and external business applications.
Diagnose and troubleshoot hardware, application issues and system errors, ensuring timely resolution or escalation.
Monitor and maintain application performance, availability, and security.
Collaborate with the IT team, developers, and vendors for issue resolution.
Document technical issues, processes, and support procedures to build the knowledge base.
Train end-users on applications, providing advice and guidance as needed.
Assist with software upgrades, patches, and application deployments.
Participate in incident management, ensuring SLAs and KPIs are met.
Identify opportunities for process improvements and work with teams to implement them.
Contribute to project work related to new application implementations or enhancements. Working with key teams across the business (customer service, purchasing, operations & pharmacists
Ensuring that the workplace remains fun, relaxed and friendly.

Requirements

Proven experience in an IT support or application support role.
Proven track record of supporting business-critical applications in a complex environment.
Experience troubleshooting and resolving software, network, and systems-related issues.
Exposure to cloud-based solutions (e.g., Microsoft 365, Azure, AWS) is a plus.
Previous experience with application monitoring tools is desirable.
Experience working with ticketing systems (e.g., ServiceNow, JIRA).
Ability to read and interpret logs in applications such as Elk and Kibana or NewRelic.
Ability to interpret technical information and convey it to non-technical stakeholders.
Knowledge of ITIL processes and best practices (incident, problem, change management).
Proficiency with Windows and Linux operating systems.
Strong understanding of Microsoft Office based software.
Familiarity with database technologies (SQL, Oracle) and reporting tools.
Knowledge of Active Directory, Group Policy, and authentication services.

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

application supporttroubleshootingsoftware upgradesapplication monitoringWindows operating systemLinux operating systemSQLOracleActive DirectoryITIL

Soft Skills

communicationcollaborationproblem-solvingtrainingprocess improvementcustomer serviceinterpersonal skillsdocumentationtime managementadaptability