Junior Application Support Engineer

HELIUS TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A tech solutions provider in Singapore is looking for a Level 1 Application Support specialist. You will provide initial technical assistance and troubleshoot issues reported by users, while documenting your findings to enhance the knowledge base. An understanding of Windows and Linux operating systems, along with strong analytical skills, is essential. This role offers a chance to develop within a dynamic support team.

Qualifications

• Basic understanding of operating systems (Windows, Linux).
• Strong analytical and problem-solving skills to diagnose and resolve technical issues.

Responsibilities

• Investigating and resolving a wide range of application-related issues reported by users.
• Identifying and escalating complex or unresolved issues to Level 2 or Level 3 support teams.
• Creating and maintaining documentation of troubleshooting steps and solutions.
• Providing clear communication to users regarding issue status and resolution.
• Monitoring application performance and system health.
• Adhering to established IT service management processes.

Skills

Troubleshooting

Analytical skills

Basic understanding of Windows

Basic understanding of Linux

Networking concepts

Common software applications

Job description

A Level 1 Application Support role focuses on providing initial technical assistance to users experiencing application-related issues. Responsibilities include troubleshooting basic problems, escalating complex issues to higher support tiers, and ensuring smooth application operation according to service level agreements (SLAs). They also document issues and resolutions, contributing to a knowledge base for future reference.

Key Responsibilities:

• Troubleshooting and Resolution:Investigating and resolving a wide range of application-related issues reported by users, often through a help desk or ticketing system.
• Escalation:Identifying and escalating complex or unresolved issues to Level 2 or Level 3 support teams as needed.
• Documentation:Creating and maintaining documentation of troubleshooting steps, solutions, and application configurations to build a knowledge base.
• User Support:Providing clear and concise communication to users regarding issue status and resolution.
• Monitoring:Monitoring application performance and system health to identify and address potential problems proactively.
• Following Procedures:Adhering to established IT service management (ITSM) processes and procedures, such as incident management and change management.
• Training and Guidance:May be involved in training users on basic application usage or providing guidance on common issues.

Skills and Qualifications:

• Technical Skills: Basic understanding of operating systems (Windows, Linux), networking concepts, and common software applications.
• Troubleshooting: Strong analytical and problem-solving skills to diagnose and resolve technical issues.
• Change Request