Application Support

Fides Solutions Limited; Hong Kong; On-site; HKD 180,000 - 300,000; Full time

Job summary

Fides Solutions Limited is seeking an experienced application support professional in Hong Kong to provide frontline technical assistance, troubleshoot issues, and ensure timely resolution. You will log tickets, collaborate with developers on complex problems, and contribute to knowledge base materials for self-service support.

You’ll also assist with testing and deployment of updates and provide clear status updates to stakeholders.

Qualifications

• 2-4 years of professional experience in application support, IT helpdesk or a similar technical support role.
• Strong technical knowledge of application troubleshooting, system administration and IT infrastructure.
• Proven experience with ticketing systems and ITSM best practices.
• Excellent problem-solving skills with the ability to diagnose and resolve complex technical issues.
• Strong communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Experience with database systems and enterprise applications is highly desirable.

Responsibilities

• Provide frontline technical support to end-users, responding to application issues, queries and requests in a timely and professional manner.
• Diagnose and troubleshoot application problems, identifying root causes and implementing effective solutions.
• Document and track support tickets, ensuring all issues are logged accurately and resolved in accordance with service level agreements.
• Collaborate with development teams to elevate complex technical issues and contribute to identifying long-term fixes.
• Create and maintain user documentation, knowledge base articles and training materials to support self-service support.
• Assist with application testing, configuration and deployment of updates and new releases.
• Provide second-level support to resolve issues that cannot be handled at the first-line helpdesk level.
• Maintain strong communication with stakeholders to manage expectations and provide regular status updates on ongoing issues.

Skills

Technical support

IT helpdesk

Troubleshooting

Communication

Database knowledge

Tools

Ticketing systems

ITSM best practices

Job description

Provide frontline technical support to end-users, responding to application issues, queries and requests in a timely and professional manner

Diagnose and troubleshoot application problems, identifying root causes and implementing effective solutions

Document and track support tickets, ensuring all issues are logged accurately and resolved in accordance with service level agreements

Collaborate with development teams to elevate complex technical issues and contribute to identifying long-term fixes

Create and maintain user documentation, knowledge base articles and training materials to support self-service support

Assist with application testing, configuration and deployment of updates and new releases

Provide second-level support to resolve issues that cannot be handled at the first-line helpdesk level

Maintain strong communication with stakeholders to manage expectations and provide regular status updates on ongoing issues

What we're looking for

• 2-4 years of professional experience in application support, IT helpdesk or a similar technical support role
• Strong technical knowledge of application troubleshooting, system administration and IT infrastructure
• Proven experience with ticketing systems and ITSM best practices
• Excellent problem-solving skills with the ability to diagnose and resolve complex technical issues
• Strong communication skills, with the ability to explain technical concepts clearly to non-technical users
• Experience with database systems and enterprise applications is highly desirable