Title:  Engineer, Applications Support

Job Summary:

The Applications Support Engineer provides technical support and maintenance for software applications, ensuring their optimal performance and availability. This role involves troubleshooting issues, implementing solutions, and collaborating with other IT teams to enhance system functionality. The Applications Support Engineer is also responsible for documenting processes, managing application configurations, and assisting in the deployment of software updates and patches.

Key Responsibilities:

• Application Support:
  • Diagnose and troubleshoot application issues reported by end-users or detected through monitoring tools.
  • Provide timely and effective resolution to application problems, escalating issues when necessary.
• Incident and Problem Management:
  • Manage and resolve application-related incidents and problems, ensuring root causes are identified and addressed.
  • Maintain an incident log and provide regular updates to stakeholders on the status of issues.
• Application Maintenance and Updates:
  • Work with development teams to deploy new versions and patches of applications and implement changes.
  • Test and validate updates before deployment to ensure minimal disruption to users.
• User Support and Training:
  • Assist end-users with application-related queries and provide technical support.
  • Conduct training sessions for users on new features or changes to applications.
  • Develop user guides and support documentation to assist end-users.
• Configuration Management:
  • Manage application configurations, including settings, permissions, and access controls.
  • Ensure that application configurations are documented and maintained in line with organizational standards.
• Collaboration and Communication:
  • Work closely with developers, system administrators, and other IT teams to resolve application issues.
  • Communicate effectively with stakeholders, providing regular updates on application status and issues.
  • Participate in project meetings to provide input on application support requirements.
• Continuous Improvement:
  • Identify areas for improvement in application performance and user experience.
  • Propose and implement solutions to enhance application efficiency and reliability.

Requirements:

• Degree in Computer Science, Information Technology, or related field.
• Preferably 2 to 5 years of experience in application support, software troubleshooting, or a related role.
• Beneficial to have experience in an Aircraft Engine Maintenance Repair and Overhaul shop.
• Good knowledge of MS Excel, databases, SQL, and scripting languages (e.g., Python, PowerShell).
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong customer service orientation.