Application Support Specialist

6 days ago

Dhahran, Eastern Province, Saudi Arabia SANTECHTURE Full time $60,000 - $80,000 per year

Role Summary:

An application support specialist will be the go-to person for providing technical assistance and support related to computer systems, hardware, and software. The role will be responsible for answering queries and user issues and addressing them in a timely and professional manner, managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date, and maintaining and updating technical documents and procedures.

Understanding and proactively maintaining daily system performance, having the ability to troubleshoot customer problems and providing support while having innate follow-up and follow-through skills are all essential aspects of maintaining the day-to-day tasks in this role.

Responsibilities:

  • Performing analysis of root causes.
  • Developing checklists for reoccurring problems.
  • Developing recommendations for procedures to prevent problems.
  • Evaluating and resolving complex problems that arise.
  • Troubleshooting hardware and software issues.
  • Performing user administrative tasks.
  • To assist customers for the purpose of improving processes related to system issues
  • To maintain error logs in coordination with IT departments, and to maintain resolution reports.
  • To offer recommendations — based on various metrics — on how to improve the support process in its entirety
  • Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).
  • Maintain good working relationships with customers as well as internal departments.
  • Provide timely and export advice on emerging trends and issues affecting Service Delivery and Support.

Job Requirements and Qualifications:

  • BS degree in Information Technology, Computer Science or relevant field
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
  • General awareness of computer systems, PC repair, and network management
  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Familiarity with remote desktop applications and help desk software (e.g. Any desk)
  • Understanding and appreciation for information security within systems and user devices.
  • Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal

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