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About the Role

This role provides Level 1 and Level 2 support for business applications and digital platforms, ensuring incidents, service requests, and system issues are resolved efficiently and professionally. The position is responsible for application support, troubleshooting, administration, testing, and continuous improvement activities to maintain reliable and effective business systems.

Responsibilities

• Provide Level 1 and Level 2 support for a range of business applications, including customer-facing, operational, and internal systems
• Log, triage, investigate, and resolve incidents and service requests within agreed SLAs
• Actively manage and prioritise the support queue to minimise backlog and meet service targets
• Perform detailed troubleshooting and root cause investigation for application and data-related issues
• Escalate complex or unresolved issues to senior team members, vendors, or third-party support providers
• Assist with user access management, roles, permissions, and security administration
• Perform routine system administration, configuration, and maintenance activities
• Monitor system performance, integrations, interfaces, and data flows to ensure continuity of service
• Coordinate with vendors and support partners to resolve application issues
• Maintain accurate ticket updates, technical documentation, and communication with stakeholders
• Troubleshoot application, user, integration, and data issues across supported platforms
• Assist in identifying recurring issues and contribute to root cause analysis and continuous improvement initiatives
• Support incident, problem, and change management processes in line with IT procedures
• Assist with deployment activities, release validation, and post-implementation support
• Participate in on-call or after-hours support activities
• Assist with system testing activities, including preparation and execution of test scenarios
• Validate fixes, enhancements, and configuration changes prior to release
• Support user acceptance testing (UAT) activities and defect resolution
• Identify opportunities for process improvement and automation within support activities
• Create and maintain support documentation, knowledge base articles, and standard operating procedures
• Document known issues, workarounds, resolutions and support processes
• Contribute to team knowledge sharing and continuous improvement initiatives
• Provide responsive and customer-focused support to internal stakeholders
• Communicate clearly regarding issue status, resolutions, risks and expectations
• Assist in preparing user documentation and supporting training activities
• Collaborate with IT team members, project teams and external vendors
• Follow IT policies, processes, cybersecurity standards and governance requirements
• Ensure adherence to data privacy and security practices
• Support audit, compliance and operational reporting activities

Requirements

• 2-4 years' experience in application support, service desk, or IT support environments
• Experience supporting business applications and troubleshooting technical issues
• Strong analytical and problem-solving skills
• Good understanding of application support processes and incident management
• Strong communication and stakeholder engagement skills
• Ability to work independently and collaboratively within a team environment
• Exposure to CRM, CMS, ERP, or operational business systems
• Basic knowledge of SQL, reporting, or data concepts
• Familiarity with ITIL principles and ticketing systems
• Experience working with software vendors or managed service providers
• Exposure to testing, integrations, or release support activities

Skills

• Application Support
• Troubleshooting
• Service Desk
• IT Support
• Incident Management
• Problem Solving
• Communication
• Stakeholder Engagement
• System Administration
• Testing
• Documentation
• Knowledge Management
• SQL
• Reporting
• ITIL
• Ticketing Systems

Experience Level

• 2-4 years