Senior Application Support Assistant

About the role

We are looking for a Senior Application Support Assistant to provide Tier 1 and Tier 2 assistance for internal IT service requests. You will be responsible for ensuring the stability and performance of our mobile apps and admin portals while supporting the release cycle.

Key responsibilities

• Act as the first and second line contact for internal IT service requests.
• Manage and resolve tickets (incidents, service requests, bug fixes) through the admin portal.
• Perform system health checks, log analysis, basic configuration and operational reporting.
• Troubleshoot and configure mobile applications and web‑based admin portals.
• Support testing of applications, portals and new features prior to release.
• Contribute to implementation, configuration and technical documentation.
• Maintain timely response and resolution under pressure and SLA requirements.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Information Systems or related field.
• 2–4 years of experience in application, IT or system support.
• Strong understanding of incident, service request and problem management processes.
• Hands‑on experience with admin portals, mobile apps and web‑based systems.
• Ability to conduct system health checks, log analysis, troubleshooting and basic configuration.
• Experience with UAT/SIT testing, defect identification and supporting releases.
• Basic knowledge of SQL/database queries, APIs and system logs.
• Familiarity with ITSM principles, ticket management, SLA and escalation procedures.
• Excellent analytical, communication and documentation skills.

Required skills

• Admin portals
• Mobile applications
• Web‑based systems
• System health checks
• Log analysis
• Basic configuration
• UAT/SIT testing
• SQL
• APIs
• ITSM ticket management