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.