Application Support

Summary

• Deliver technical support for specific software or applications to customers, both internally and externally.
• Identify, diagnose, and resolve application issues to ensure optimal performance and usability.
• Escalate unresolved issues to appropriate internal teams or software vendors.
• Document and monitor resolution progress and provide status updates to impacted parties.
• Work closely with the development and product teams to understand new product features and rollout plans.

Key Skills Required:

• Proficiency in application troubleshooting.
• Familiarity with programming languages and database management.
• Excellent communication and problem-solving skills.
• Ability to work under pressure and prioritise tasks.
• Knowledge of ITIL or other support methodologies.

Standard Industry Training

• ITIL Foundation certification.

Interview Questions for Application Support Candidates?

1. Describe a situation when an application issue you were supporting had a significant business impact. How did you handle it?
2. How do you prioritise support requests when multiple applications have issues simultaneously?
3. Explain a time when you collaborated with a development team to rectify an application issue.
4. How do you manage expectations and communications when providing support for a critical issue?
5. Describe your process for documenting and reporting application issues and resolutions.