Application Support Analyst

About the Position

We are looking for an Application Support Analyst to join our team in Chișinău, Moldova. This role is full-time and involves providing technical, administrative, and implementation support for one or more applications, ensuring that ITIL practices are followed diligently.

Responsibilities

Service Delivery

• Adheres to Service Level Agreements and communicates in a timely way with stakeholders in relation to SLAs
• Identifies opportunities to improve the design, installation, and set-up of the application(s) to help ensure they are fit-for-use and fit-for-purpose
• Diligently follows predefined ITIL processes
• Alignment of IT services provided with the needs of the Client
• Maintenance and setup of existing applications on Client side
• Administration of users and licenses on the existing applications; add new users, update permissions, etc.

Service Operation

• Investigates Incidents and Problems
• Follows agreed procedures, identifies, registers, categorizes, and prioritizes Incidents and Problems. Maintains relevant records. Fulfils Service Requests
• Escalates to Service Delivery Lead as appropriate
• Gathers information to enable Incident resolution and promptly allocates Incidents as appropriate

Technical Delivery

• Able to analyze, investigate, and research potential solutions including troubleshooting and debugging of applications in live and test environments
• Provides technical, administrative, and implementation support for one or more applications
• Implements configuration and other application set-up tasks. Identify and resolve potential security and compliance issues
• Implements and maintains adequate monitoring and controls to ensure stability
• Proposes system enhancements (software and hardware updates) to improve performance and reliability
• Implements backup and retention policies to help ensure minimum data loss in case of failures
• Minimizes Mean Time To Repair while fixing problems. Provides detailed root cause analysis, corrective & preventive actions with an aim to increase Mean Time Between Failures
• Performs security administration tasks

Requirements

• Typically requires a Bachelor’s degree or equivalent experience and training
• 2-3 years’ experience in IT support
• Ability to work independently on most tasks
• Basic understanding of database environments such as Microsoft SQL or Oracle
• Good querying skills on T-SQL or PL/SQL
• Advanced knowledge of technical English
• Excellent communication skills, coordination skills, and demonstrable experience in following ITIL processes
• Strong attention to detail
• Understanding the fundamentals of configuration associated with a programming language (e.g. webconfig for C#, stopping and starting Java webservices, understanding of IIS webserver for .NET, etc.)
• Basic knowledge of operating systems e.g. Windows Server, Azure, Linux, directory services such as Microsoft Active Directory / Microsoft Entra
• Available for on-call support 24/7 service where expected to be available to respond to urgent requests or situations outside of regular work hours

We Offer

• Opportunity to work in a fast-growing tech company
• Be part of a team that delivers transformative software
• Collaborate with like-minded people

About the Company

We fuse together exceptional talent who deliver outstanding software solutions. Our approach has helped us grow 60% in 2021, 94% in 2022, and in 2023, we joined forces with Insight, a Fortune 500 company and a leading solutions and systems integrator. With exciting growth plans and cutting-edge projects, there has never been a better time to join our incredible team.