Overview
Our client is seeking for an Application Support Engineer to provide operational and user support for mission-critical HR systems. The successful candidate will be responsible for managing service requests, troubleshooting system issues, maintaining knowledge repositories, and ensuring the smooth operation of enterprise applications.
This role is ideal for candidates with application support, production support, helpdesk, or SAP HCM experience who enjoy problem-solving and delivering high-quality user support in a structured environment.
Responsibilities
- Manage and resolve application incidents, service requests, and user enquiries within agreed service levels.
- Ensure all requests are accurately logged, categorised, tracked, followed up, and closed in a timely manner.
- Investigate system issues, identify root causes, and provide effective resolutions or workarounds.
- Support users via phone, email, and ticketing systems.
- Develop and maintain a knowledge base comprising FAQs, troubleshooting guides, processes, procedures, and case studies.
- Ensure support documentation remains accurate and up to date.
- Disseminate system-related communications, including planned maintenance, downtime notifications, software provisioning instructions, and system enhancements.
- Analyse support tickets and trends to identify recurring issues and recommend process improvements.
- Prepare regular helpdesk and support reports, including recommendations to reduce incident recurrence.
- Support audit requests by retrieving system records and relevant support information.
- Review and enhance support processes and operational procedures when required.
- Collaborate with business users, project teams, and technical teams to resolve issues and improve service delivery.
- Participate in operational reviews and support initiatives as assigned.
Requirements
- Diploma or Degree in Computer Science, Information Systems, Engineering, or a related discipline.
- Minimum 2 years of experience in Application Support, Production Support, Helpdesk, or IT Support roles.
- Good knowledge of information technology and enterprise application support.
- Experience with SAP HCM ERP is good to have.
- Familiarity with incident management, ticketing systems, and service management processes.
- Good troubleshooting, analytical, and root cause analysis skills.
- Excellent verbal and written communication skills.
- Customer-focused, proactive, and able to work independently.
- Good attention to detail with a commitment to service excellence.
