Duties and Responsibilities:

•  Providing application support and initial triage of all tickets/issues/requests going to the
• Application Support Team.
•  Assisting with systems integrations.
•  Managing ticketed query system and ensuring comprehensive database of queries and
• resolutions are kept up to date.
•  Maintaining and updating technical documents and procedures.
•  Identifying and resolving technical issues.
•  Managing coordination at a local and international level where required.
•  Delivering regular and customized training to teams within the business.
•  Preparing maintenance plans and upgrading schedules for the organization’s systems.
•  Developing reports for teams across the business.

Requirements:

•  Minimum of 2 years’ experience as Application Support.
•  Experience with an environment that follows  ITIL framework.
•  Working knowledge of MySQL/MSSQL database.
•  Knowledge on IT Hardware and Software.
•  Ability to learn and master employer-specific software.
•  Complex problem-solving skills.
•  Written and verbal communication skills.
•  Ability to diagnose and address application issues.
•  Working knowledge of Cloud Infrastructure.
•  Working knowledge of Microsoft 365 Administration
•  AWS EC2 instance, Amazon Linux AMI, VPC.
•  Working knowledge of Windows and Linux operating systems, investigating logs.
•  API support experience. Testing of API requests and investigating if there’s any error.
•  Experience with docker is a plus.
•  Experience with CRMs like Zendesk, ServiceDeskPlus, Freshservice, and ServiceNow is a plus.
•  Experience with Shell Scripting, Automation, Python is a plus