Senior Appliction Support Engineer(Helpdesk)

Aqovia; Lahore; On-site; PKR 1,200,000 - 2,100,000; Full time

Job summary

Aqovia is seeking an analytical, process-driven Application Support Specialist to anchor our front-line technical operations for the nationwide LMS platform. You will own incident resolution and user satisfaction, serving as the bridge between millions of end-users and our core engineering squads.

If you excel at triaging complex bugs, managing strict SLAs, and ensuring mission-critical platform stability, this role offers a collaborative culture and meaningful impact within a fast-moving,

Qualifications

• 4–5 years of professional experience in Application Support or Tech Support.
• Strong understanding of web application mechanics, modern browsers, caching, and user authentication workflows.
• Experience with enterprise ticketing ecosystems (Jira Service Desk, Zendesk, or Freshdesk).
• Excellent English communication skills, both written and verbal.

Responsibilities

• L1/L2 Troubleshooting: Provide high-quality technical support for our LMS platform.
• Ticket Management: Triage, categorize, and track software bugs, access issues, and portal errors using Jira Service Desk.
• Bug Escalation: Replicate application errors in staging environments and document clear technical briefs for engineering teams.
• LMS Administration: Assist administrators with configurations, user management, and core Moodle plugin errors.
• Knowledge Base: Maintain highly structured internal documentation and user-facing FAQs to enable rapid self-service.
• SLA Compliance: Monitor platform responsiveness and ensure strict adherence to contractual response and resolution timelines.

Skills

Troubleshooting

Incident management

English communication

Education

ITIL Foundation certification

Tools

Jira Service Desk

Zendesk

Freshdesk

Job description

Why Aqovia?

We don’t just build software, we engineer impact. Aqovia is an international technology firm focused on creating real-world value through AI, data, and bespoke software solutions.

Our model is unique. Beyond delivering high-end services to our clients, we also act as a strategic incubator, investing in and nurturing a diverse portfolio of companies. From fintech and healthcare to sustainability and business intelligence, we operate where technology meets necessity. This ecosystem allows us to stay at the absolute edge of innovation, ensuring that the work you do here today shapes the industries of tomorrow.

Job Description

Aqovia is seeking an analytical, process-driven Application Support Specialist to anchor our front-line technical operations. In this role, you will own incident resolution and user satisfaction for our nationwide enterprise LMS platform. You will serve as the crucial bridge between millions of end-users and our core engineering squads. If you excel at triaging complex bugs, managing strict SLAs, and ensuring mission-critical platform stability, this impactful role is for you.

Key Responsibilities

• L1/L2 Troubleshooting: Provide high-quality technical support for our LMS platform.
• Ticket Management: Triage, categorize, and track software bugs, access issues, and portal errors using Jira Service Desk.
• Bug Escalation: Replicate application errors in staging environments and document clear technical briefs for engineering teams.
• LMS Administration: Assist administrators with configurations, user management, and core Moodle plugin errors.
• Knowledge Base: Maintain highly structured internal documentation and user-facing FAQs to enable rapid self-service.
• SLA Compliance: Monitor platform responsiveness and ensure strict adherence to contractual response and resolution timelines.

Skills and Experience

Essential Requirements

• Experience: 4–5 years of professional experience in Application Support or Tech Support environments.
• Tech Stack: Strong understanding of web application mechanics, modern browsers, caching, and user authentication workflows.
• Tools: Practical mastery of enterprise ticketing ecosystems (e.g., Jira Service Desk, Zendesk, or Freshdesk).
• Communication: Ability to translate complex technical workarounds into simple language for non-technical users.
• Language: Candidates must possess excellent English communication skills, both written and verbal, to effectively manage business interactions.

Nice to have

• Direct experience administering or troubleshooting the Moodle LMS ecosystem (enrollments, logs, course completions).
• Basic proficiency in SQL querying and analyzing browser console logs to isolate API or data issues.
• Prior experience supporting large-scale, learning, or digital programs.
• ITIL Foundation certification or deep familiarity with structured incident management frameworks.
• Experience working within tech incubators or supporting AI/Data-driven applications.

Joining Aqovia means:

• Meaningful Impact: Help build and secure high-traffic educational platforms that change lives.
• Collaborative Culture: A fast-moving, multi-regional team prioritizing teamwork, pairing, and transparent communication.

If you are a visionary problem-solver who excels in dynamic environments and values meaningful impact, we invite you to apply.

Equal Opportunity Employer

At Aqovia, we believe in the strength of diversity. We strive to reflect the varied markets we serve and embrace an inclusive culture where everyone feels welcome, valued, and empowered to be their authentic selves. As an equal opportunity employer, we are committed to embracing all forms of diversity across our organisation.