Applications Support Analyst at Optiven Limited

 Job Description:

We are seeking a highly motivated and skilled Application Support Analyst to join our dynamic IT (systems) support team. The Application Support Analyst will play a critical role in ensuring the smooth operation of our software apps, providing technical assistance to end users and contributing to the overall success of our organization.

Responsibilities:

• Act as customer liaison for the computing operation, communicating, resolving, and or initiating the resolution of problems and concerns
• Provide end-user training and conduct user acceptance testing.
• Provide technical support to end-users, resolving issues in a timely manner.
• Contribute to the departmentsgoals by accomplishing related duties as required
• Monitor systems’ health and proactively identify potential issues to prevent downtime or disruptions.
• Manage user accounts, access permissions and security settings to protect sensitive data and maintain compliance with company policies.
• Assist in documenting system configurations, procedures and troubleshooting steps to create a comprehensive knowledge base.
• Participate in testing new software releases and updates to identify potential issues before deployment. Provide feedback to the development teams to improve software quality.
• Collaborate with the Infrastructure team to ensure holistic support for end users.
• Log and track support requests, incidents and solutions using the ticketing system and maintain detailed documentation of troubleshooting steps, resolutions and best practices.
• Perform other duties as may be assigned from time to time.

Requirements:

• Bachelor of science in Computer Science, Information Technology or a related field of study.
• 1-3 years’ of demonstrated experience in a similar role.
• Solid understanding and experience with Windows server, Active Directory and networking concepts.
• Proven knowledge and experience with Microsoft Dynamics Business Central ERP.
• Proven experience in Software application support or technical support roles.
• Working knowledge of Microsoft SQL Database including replication and backups.
• Ability to troubleshoot, diagnose problems, implement corrective action procedures within set timelines or escalate problems to peers or supervisors for assistance.
• Excellent problem-solving and analytical skills to diagnose and resolve technical issues effectively.
• Strong communication skills to interact with end-users and effectively convey technical information.
• Ability to work both independently and collaboratively within a team environment.
• Familiarity with help desk ticketing systems and IT service Management.