Application Support (Tamheer)

Job Summary:

The Application Support Trainee will assist the Application Support team in providing first-level technical and functional support for business applications. The trainee will learn incident management, troubleshooting, user support, and service management processes while gaining practical experience in enterprise software support.

Key Responsibilities:

• Provide first-line support for application-related incidents and service requests.
• Log, categorize, and update support tickets in the ticketing system.
• Troubleshoot basic application issues and escalate complex cases to senior team members.
• Follow up with users to collect required information and provide status updates.
• Assist in testing application fixes and validating reported issues.
• Document incidents, solutions, and knowledge base articles.
• Support user account management and basic application configuration.
• Monitor support queues and ensure timely ticket handling according to defined SLAs.
• Participate in team meetings, training sessions, and continuous improvement initiatives.
• Learn and follow ITIL-based support processes and company procedures.

Requirements:

• Required Qualifications:

  • Bachelor's degree (or recent graduate) in:

    • Computer Science
    • Information Technology
    • Software Engineering
    • Computer Engineering
    • Information Systems
    • Related field

  • Strong interest in software applications and technical support.

  Required Skills:

  • Basic understanding of operating systems and computer networks.
  • Familiarity with databases (SQL basics is a plus).
  • Good analytical and problem-solving skills.
  • Strong communication and customer service skills.
  • Ability to learn quickly and work in a team environment.
  • Good documentation skills.
  • Basic knowledge of Microsoft Office.

  Preferred Skills:

  • Familiarity with ticketing systems (ManageEngine, Jira, ServiceNow, etc.).
  • Basic understanding of ITIL concepts.
  • Knowledge of web applications and APIs is an advantage.

  Learning Opportunities:

  During the trainee program, the trainee will gain hands-on experience in:

  • Enterprise Application Support
  • Incident & Service Request Management
  • Ticketing Systems
  • Root Cause Analysis
  • SQL Queries
  • Application Monitoring
  • Knowledge Management
  • Customer Communication
  • IT Service Management (ITIL)