Application Support Engineer

Job Summary

Provide first and second-level support for business applications and operating systems. Responsible for managing service requests and incidents, performing technical analysis and troubleshooting, and ensuring timely resolution and operational stability.

Key Responsibilities

• Deliver Tier 1 and Tier 2 support for enterprise applications, operating systems, and user issues via email, phone, and ITSM tools (e.g., BMC Remedy).
• Receive and respond to support tickets, ensuring accurate logging, prioritization, and resolution in line with SLA requirements.
• Troubleshoot incidents, perform root cause analysis, and implement effective resolutions or workarounds.
• Escalate complex issues to appropriate technical teams and follow up to ensure closure.
• Execute vendor-recommended solutions and coordinate with third-party support teams when necessary.
• Provide remote support services and assist end users with technical challenges across multiple platforms.
• Monitor and manage workload distribution among field technicians to ensure timely and effective task completion.
• Collaborate with internal teams on issues related to security, business analysis, and system enhancements.
• Maintain documentation of resolutions, procedures, and known issues to support continuous improvement.
  
  

Qualifications & Skills

• Proven experience in application support and incident management.
• Strong troubleshooting skills across software and OS environments.
• Familiarity with IT service management tools (preferably BMC Remedy).
• Ability to handle multiple tasks efficiently under pressure.
• Strong communication and coordination skills across technical and non-technical teams.
• Knowledge of ITIL practices is a plus.
  
  

Skills: communication skills,management,application support,application,troubleshooting,business applications,business analysis,operating systems,it service management tools,itil practices,teams,skills,bmc remedy,incident management