Applications Support Engineer
The Applications Support Engineer is responsible for the operation, support and maintenance of specific software applications, which may be built in-house or third-party software. He/She should have a deep understanding of the application's functionality and backend. He oversees software testing and transition processes and provides necessary support when required. He is responsible for interacting with the application users and setting up, and on boarding of the users. He works in a team setting and is proficient in applications development and monitoring tools and techniques required by the organisation. He is also familiar with the relevant software platforms on which the solutions are deployed. The Applications Support Engineer uses critical thinking skills to identify and solve problems. He is passionate about analysing and resolving problems, and addressing technical challenges. He also possesses strong interpersonal skills.
What Does a Applications Support Engineer Do?
Key Responsibilities & Tasks
Provide software support
- Develop operational software configuration management plans
- Manage the maintenance of Commercial Off-the-Shelf (COTS) and other software technologies to maintain currency
- Oversee software help desk activities
- Develop software retirement procedures
- Acquire tools to facilitate the analysis of operational data
Manage software maintenance
- Implement software maintenance processes and plans
- Conduct technical impact analysis and problem identification
- Develop plans to make corrective, adaptive and perfective changes to software
- Manage preventative maintenance and software re-engineering activities
- Monitor and analyse software maintenance activities
Oversee software transition
- Develop software transition plans and identify stakeholders for transition and operational requirements
- Modify existing and develop new software operational standards
- Develop software activation and check-out procedures
- Lead software operational training
- Develop training materials for operational support personnel
- Determine the impact of software changes on the operational environment
- Lead software diagnostics and real-time debugging and/or troubleshooting
Oversee software testing
- Identify stakeholders participating in testing activities
- Design software test plan and criteria for regression testing
- Design the test environment and test case scenarios
- Specify test cases for the selected testing technique
- Analyse defect arrival rate and failure intensity data
Maintain software and platform solutions
- Develop maintenance plans including timelines and resources needed
- Provide high-level maintenance and update of an existing software and/or platform to improve functionality and process flow
- Provide high-level monitoring of security measures, proper registration of passwords and other access procedures
- Solve unique and highly complex problems by taking a broad perspective to identify solutions
- Anticipate internal and/or external business challenges and/or regulatory issues
- Oversee the maintenance of technical documentation of technical architecture, code changes, issue resolutions and procedures
- Collaborate with external stakeholders and vendors to resolve problems
Oversee service level agreements and service improvements
- Manage the development of service-level objectives and targets
- Monitor service-level objectives to ensure that requirements are met or exceeded
- Develop client satisfaction metrics and service procedures
- Propose recommendations to improve performance and client satisfaction
Do You Have the Skills for This Role?
A Applications Support Engineer needs 4 core competencies. Here's what's required and at what level.
Supporting Skills
Communication
IntermediateInteracting with Others
Collaboration
IntermediateInteracting with Others
Problem Solving
BasicThinking Critically
Customer Orientation
BasicInteracting with Others
SkillsFuture Skill Levels
3 levelsBasic
Recognise and understand fundamental concepts. Apply skills in routine situations with guidance.
Intermediate
Apply skills in varied situations independently. Analyse problems and adapt approaches as needed.
Advanced
Lead and innovate in complex situations. Evaluate strategies, guide teams, and drive improvements.
Technical Skills & Competencies (TSC) Levels
6 levelsFollow
Carry out routine tasks under close supervision. Follow established procedures and guidelines.
Assist
Perform tasks with some independence. Assist in non-routine situations and apply established techniques.
Apply
Apply skills and knowledge independently in varied situations. Analyse problems and adapt approaches.
Analyse
Analyse complex situations and develop solutions. Guide and mentor junior colleagues.
Strategise
Set strategic direction and drive innovation. Evaluate trade-offs and make high-impact decisions.
Transform
Lead industry transformation. Establish standards, shape policy, and provide expert advisory.
Technical Skills & Competencies
A Applications Support Engineer requires 14 technical skills at specific proficiency levels.
Service Level Management
Level 4Stakeholder and Contract Management
Manage fulfilment of service level agreements (SLAs) and resolve issues to maintain overall service levels
Stakeholder Management
Level 4Stakeholder and Contract Management
Develop a stakeholder engagement plan and negotiate with stakeholders to arrive at mutually-beneficial arrangements
Test Planning
Level 4Development and Implementation
Define testing objectives, and design a master test plan including a series of systematic test procedures to achieve them
Applications Development
Level 3Development and Implementation
Develop basic applications with secure features, run routine application tests, and conduct debugging to resolve errors
Applications Integration
Level 3Development and Implementation
Integrate data and functions across application programs, and perform follow up tests to verify proper functioning
Applications Support and Enhancement
Level 3Operations and User Support
Analyse application performance statistics and user feedback, resolving bugs as required, and review application change requests
Configuration Tracking
Level 3Development and Implementation
Develop and update a configuration management plan, determining systems and techniques to track changes and revisions
Customer Experience Management
Level 3Sales and Marketing
Analyse implications of customer profiles, requirements and buying patterns on organisation's marketing strategy, and propose customer engagement initiatives
Cyber and Data Breach Incident Management
Level 3Operations and User Support
Troubleshoot incidents, escalate alerts to relevant stakeholder, and analyse root causes and implications of incidents
Process Improvement and Optimisation
Level 3Business and Project Management
Identify and Implement the adoption of process improvement and optimisation methods
Problem Management
Level 3Operations and User Support
Handle specific problems from diagnosis and prioritisation to the identification and implementation of solutions
Procurement
Level 3Stakeholder and Contract Management
Prepare Requests for Proposals (RFP), and assess them against selection criteria and technical specifications, implementing security due diligence review in the vendor selection process
Software Configuration
Level 3Development and Implementation
Identify appropriate scripts and tools, and configure software products to run effectively on various platforms
Software Testing
Level 3Development and Implementation
Design test scenarios and implement new or complex tests, investigating issues or gaps between actual and expected results
European Skills Framework
ESCOSkills and knowledge areas required for this occupation based on European classification.
Essential
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