As an Application Support Engineer, you will ensure the smooth functioning of business applications. You will be responsible for troubleshooting, maintaining, and improving application performance while collaborating with the development and IT teams.

DUTIES & RESPONSIBILITIES

• Provide technical support for business applications, ensuring minimal downtime and maximum performance.
• Analyze, troubleshoot, and resolve application issues, working closely with developers, QA, and infrastructure teams.
• Monitor system performance and log errors, proactively identifying potential issues.
• Manage incident resolution, escalating complex problems to relevant teams as needed.
• Perform root cause analysis (RCA) and document solutions for recurring issues.
• Assist in deploying updates, patches, and fixes in coordination with DevOps teams.
• Work with databases, running SQL queries to diagnose and resolve application issues.
• Develop and maintain technical documentation, including FAQs and troubleshooting guides.
• Collaborate with end-users and provide training/support to ensure seamless application usage.
• Ensure compliance with IT security and data privacy policies when handling application-related tasks.

KNOWLEDGE & EXPERIENCE

Education:

• Bachelor’s degree in Computer Science, IT, or a related field

Experience:

• 3 - 5 years of experience in application support, software troubleshooting, or IT support

Credentials:

• Certification in ITIL, AWS, Microsoft, or any relevant domain is preferred

Knowledge and Skills:

• Excellent verbal and written communication skills
• Working experience with Clinical Trial Site Networks and/or Health Care
• Experience with cloud platforms (Azure, GCP) is advantageous.
• Basic scripting knowledge (Python, Shell, PowerShell, Javascript, etc.) is a plus
• Familiarity with ticketing systems (Azure DevOps, etc.) for incident tracking and resolution.
• Understanding of ITIL processes for incident, problem, and change management.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work in a fast-paced, team-oriented environment.