Application Support Officer

About the role

The Application Support Officer provides first‑ and second‑line assistance for business applications, ensuring incidents and service requests are resolved within agreed service levels. You will work closely with end users, development, and infrastructure teams to keep applications stable and performant.

Key responsibilities

• Provide first‑ and second‑line support for business applications, meeting SLA targets.
• Troubleshoot, diagnose, and resolve issues in .NET‑based applications, escalating when necessary.
• Write, run, and optimise SQL queries to investigate data problems and generate reports.
• Monitor application performance and system health, proactively identifying potential issues.
• Log, track, and manage incidents and requests via a ticketing system with clear documentation.
• Support deployments, patches, and configuration changes in coordination with development and infrastructure teams.
• Liaise with end users to understand issues, communicate progress, and confirm resolution.
• Maintain support documentation, knowledge‑base articles, and standard operating procedures.
• Participate in root‑cause analysis and contribute to continuous improvement of application stability.

Required profile

• Bachelor's degree or diploma in Computer Science, IT, or a related field.
• Up to 2 years of experience in application or technical support (recent graduates welcome).
• Hands‑on experience with .NET applications and basic understanding of their architecture.
• Working knowledge of SQL and relational databases; Microsoft SQL Server experience is a plus.
• Familiarity with incident management and ticketing tools.
• Strong analytical, problem‑solving, and communication skills.

Required skills

• .NET
• SQL
• Microsoft SQL Server
• Incident management tools
• Ticketing systems
• ITIL principles (familiarity)
• Monitoring tools
• Application logging