Fides Solutions Limited Hiring! Full Time Application Support in Hong Kong - Ricebowl

Key responsibilities

• Provide frontline technical support to end-users, responding to application issues, queries and requests in a timely and professional manner

• Diagnose and troubleshoot application problems, identifying root causes and implementing effective solutions

• Document and track support tickets, ensuring all issues are logged accurately and resolved in accordance with service level agreements

• Collaborate with development teams to escalate complex technical issues and contribute to identifying long-term fixes

• Create and maintain user documentation, knowledge base articles and training materials to support self-service support

• Assist with application testing, configuration and deployment of updates and new releases

• Provide second-level support to resolve issues that cannot be handled at the first-line helpdesk level

• Maintain strong communication with stakeholders to manage expectations and provide regular status updates on ongoing issues

What we're looking for

• 2-4 years of professional experience in application support, IT helpdesk or a similar technical support role

• Strong technical knowledge of application troubleshooting, system administration and IT infrastructure

• Proven experience with ticketing systems and ITSM best practices

• Excellent problem-solving skills with the ability to diagnose and resolve complex technical issues

• Strong communication skills, with the ability to explain technical concepts clearly to non-technical users

• Experience with database systems and enterprise applications is highly desirable