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Application Support

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POSITION OBJECTIVES
Provide second- and third-level technical application support to internal staff to assist in the effective and efficient use of critical office and operational applications. Respond to user inquiries, assess problems and issues with applications and systems in a timely manner, and help provide solutions to resolve user issues. Work closely with other IT department personnel and assist with tasks.

Principal Responsibilities & Accountabilities
• To provide assistance and guidance to the business requestor in identifying and clarifying the specific enhancement/development needs, deliverables, time estimations and any associated
costs.
• Ensure that requests are documented and agreed upon with the requestor and IT management before any work is undertaken.
• Ensure that the integrity and security of the environments are maintained, and any issues or risks are escalated to IT management immediately.
• Ensure that the performance and stability of business applications are monitored and reviewed.
• Ensure B2B and application integrations are running smoothly, and any errors are effectively resolved in a timely manner.
• Introduction of any enhancements or issue resolutions to follow the agreed Change Control process when being introduced into any production environment.
• Log and track all tickets through to resolution, ensuring comprehensive notes and work history are updated regularly.
• Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner.
• Document incident resolutions to a level that facilitates the service desk system to be used as a practical and informative knowledge base.
• Produce and maintain solution articles and documentation.

Education & Experience

  • Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related discipline (or equivalent work experience).
  • Minimum 3–5 years’ experience in application support, systems support, or a similar technical support role.
  • Proven experience providing second- and third-level application support in a corporate environment.
  • Experience working within structured IT environments using ITIL or similar service management frameworks is preferred.

Technical Skills

  • Strong understanding of business applications, enterprise systems, and operational platforms.
  • Experience supporting integrated systems and B2B application integrations.
  • Knowledge of application monitoring, performance tuning, and troubleshooting methodologies.
  • Familiarity with change management and release management processes.
  • Experience with service desk/ticketing systems and maintaining knowledge base documentation.
  • Basic understanding of databases (e.g., ability to run queries, review logs, and identify data-related issues).

Due to the volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorised Flat Planet recruiters via the firm’s business contact number or business email address.