Application Support Analyst

Athena Institute of Business and Technology (AIBT) is building Africa’s next generation of business, policy, and tech leaders, through flexible, practical, and impact-driven learning.

We are recruiting to fill the position below:

Job Title: Application Support Analyst

Location: Remote
Employment Type: Full-time

Job Description

• We are seeking a proactive, analytical, and customer-focused Application Support Analyst to support, maintain, and troubleshoot business applications to ensure optimal performance and availability. The successful candidate will serve as a key link between end users, technical teams, and software vendors, resolving application-related issues and ensuring that business operations run smoothly.
• The ideal candidate should have strong troubleshooting skills, a good understanding of application systems, and the ability to communicate technical information clearly to non-technical users.

Key Responsibilities

• Provide first- and second-level support for business applications and software systems.
• Investigate, diagnose, and resolve application errors, incidents, and performance issues.
• Monitor application availability, performance, and system functionality.
• Log, track, prioritise, and manage support tickets in accordance with established service-level agreements (SLAs).
• Escalate complex technical issues to developers, infrastructure teams, or software vendors when necessary.
• Support application installations, upgrades, configuration changes, patches, and system testing.
• Assist with user account management, access permissions, and application security controls.
• Perform basic SQL queries and database checks to investigate application-related issues.
• Maintain accurate documentation of incidents, resolutions, system configurations, and support procedures.
• Conduct user acceptance testing (UAT) and validate application fixes before deployment.
• Provide end-user training and guidance on application functionality and best practices.
• Identify recurring issues and recommend improvements to enhance application reliability and user experience.
• Collaborate with IT, business, and development teams to support system enhancements and deployments.
• Ensure compliance with organisational IT policies, data protection requirements, and information security standards.

Required Skills and Competencies:

• Strong analytical, troubleshooting, and problem-solving skills.
• Good understanding of software applications, operating systems, and IT support processes.
• Knowledge of incident management, problem management, and change management.
• Familiarity with ticketing systems such as Jira Service Management, ServiceNow, or similar platforms.
• Basic to intermediate SQL skills and the ability to investigate database-related issues.
• Understanding of APIs, application integrations, and web technologies is an advantage.
• Familiarity with Windows, Microsoft 365, web applications, and enterprise software.
• Good written and verbal communication skills.
• Strong customer service skills and the ability to work with users at different technical levels.
• Ability to prioritise multiple incidents and work effectively under pressure.
• Strong documentation, organisation, and time-management skills.
• High attention to detail, accountability, and willingness to learn new technologies.

Requirements
Education and Qualifications

• A bachelor's degree or Higher National Diploma (HND) in Computer Science, Information Technology, Software Engineering, Computer Engineering, or a related discipline.
• Relevant professional certifications in IT service management or technical support are an advantage.
• Certifications such as ITIL Foundation, Microsoft, CompTIA, or relevant application-specific credentials are desirable but not mandatory.

Work Experience:

• 2–4 years of experience in application support, IT support, software troubleshooting, or a related technical role.
• Demonstrable experience supporting business applications and resolving user-reported technical issues.
• Experience using ticketing systems and working with incident-management processes.
• Practical knowledge of SQL queries, application logs, and basic database troubleshooting.
• Experience supporting application upgrades, testing, deployments, and system changes is desirable.
• Previous experience working with ERP, CRM, HR, finance, or other enterprise applications is an advantage.
• Experience working in an SLA-driven environment and collaborating with cross-functional technical teams is beneficial.
• Candidates with strong technical aptitude and relevant support experience may be considered even if they do not meet every preferred qualification.