Application support officer

We are seeking an experienced and motivated Application Support Officer to join our team based in Shillong (Meghalaya), in support of our existing tree planting project. You will be responsible for providing technical support, troubleshooting issues, and maintaining application performance to meet business needs and ensure the smooth operation of our organisations software applications and systems. The role requires strong technical skills combined with excellent customer service abilities to support end-users and stakeholders effectively.

Main tasks & responsibilities:

3rd party applications

• Maintain familiarity with the currency suite of 3rd party applications used within the organisation
• Assist users with installation and configuration of 3rd party applications
• Provide training to application users

Internally developed applications

• Maintain familiarity with all of the features of our internally developed application.
• Test proficiency of application users
• Liaise with internal software development team on the release of new features
• Develop training materials to enable to enable users to asynchronously work through training programs and for the basis of in person training sessions
• Respond to and resolve user-reported issues and incidents
• Implement fixes and workarounds for identified issues
• Diagnose and troubleshoot application errors, performance issues, and system failures
• Provide detailed bug reports to the internal software development team in the appropriate method.
• Manage user access and permissions
• Assist in application deployment and testing activities

Process Improvement

• Identify UI features which would improve UX
• Consolidate user feedback to inform feature development
• Analyze recurring issues and propose solutions
• Contribute to the development of best practices and standard procedures
• Support in Data Reporting
• Monitor the tools/Apps used for recording each dataset from field
• Report if right tool is not used for the specific data records

Documentation & Communication

• Maintain detailed documentation of troubleshooting steps, solutions, and system configurations
• Create and update user guides and standard operating procedures

Requirements:

-Excellent verbal and written communication abilities

-Fluent in Khasi language - important

-Bachelors degree in Information Technology, Computer Science, or related field

-Minimum 3 years of experience in application support or similar technical role

-Experience with service desk systems and ITIL practices

-Demonstrated problem-solving and analytical skills

-Experience with monitoring and diagnostic tools

-Knowledge of operating systems (Windows, MacOS, Android, iOS)

-Strong customer service orientation

-Knowledge of IT security best practices

-Ability to work collaboratively in an interdisciplinary team, as well as independently, with colleagues based in different locations and time zones around the globe

-Ability to work effectively under pressure

-Good time management and prioritization skills