Associate Applications Support Engineer
The Associate Applications Support Engineer is responsible for the providing support and ensuring the 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 is responsible for providing the support to the application development, transition, and testing teams, resolve and document any issues with the application. 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 Associate Applications Support Engineer applies 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 Associate Applications Support Engineer Do?
Key Responsibilities & Tasks
Provide software support
- Perform operational software configuration management
- Install and update Commercial Off-the-Shelf (COTS) and other software technologies to maintain currency
- Diagnose and respond to software defects, anomalies, and operational incidents and events
- Implement software retirement procedures
- Collect and analyse operational data
Manage software maintenance
- Assist in implementing software maintenance processes and plans
- Identify, obtain and maintain software baseline artefacts
- Implement corrective, adaptive and perfective changes to software
- Perform preventative maintenance and software re-engineering activities
- Assist in monitoring and analysing software maintenance activities
Oversee software transition
- Identify software constraints
- Assist in the development of software transition and operational documentation
- Assist in the development of training material for operational support personnel
- Assist in preparation of training materials relating to software support
- Assist in software diagnostics and real-time debugging/trouble shooting
Maintain software and platform solutions
- Conduct maintenance and update of existing software and platform according to plan
- Support monitoring of compliance to security measures
- Monitor performance and analyse usage reports
- Document technical architecture, code changes, issue resolutions and procedures
Oversee service level agreements and service improvements
- Assist in developing service-level objectives and targets
- Maintain log of service level performance metrics
- Suggest improvements for procedures and controls to enhance performance and client satisfaction
- Identify recurring incidents and potential issues for senior management
Do You Have the Skills for This Role?
A Associate Applications Support Engineer needs 4 core competencies. Here's what's required and at what level.
Supporting Skills
Communication
BasicInteracting with Others
Collaboration
BasicInteracting 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 Associate Applications Support Engineer requires 12 technical skills at specific proficiency levels.
Process Improvement and Optimisation
Level 3Business and Project Management
Identify and Implement the adoption of process improvement and optimisation methods
Service Level Management
Level 3Stakeholder and Contract Management
Monitor service levels, review and report service delivery deviations
Stakeholder Management
Level 3Stakeholder and Contract Management
Serve as the organisation's main contact point for stakeholder communications, clarifying responsibilities among stakholders, and engaging them to align expectations
Test Planning
Level 3Development and Implementation
Determine requirements and develop a phase test plan, identifying optimal schedules and means for executing test scripts
Applications Support and Enhancement
Level 2Operations and User Support
Install, maintain and troubleshoot commonly-encountered problems in applications and respond to simple change requests
Business Needs Analysis
Level 2Business and Project Management
Document business requirements and identify basic needs as well as potential solutions
Configuration Tracking
Level 2Development and Implementation
Verify accuracy, completeness and currency of information in configuration logs and review unauthorised changes, diversions or inappropriate use of software assets
Customer Experience Management
Level 2Sales and Marketing
Recognise customer profiles and preferences, and execute the customer engagement strategy, creating a positive customer experience through day to day interactions
Cyber and Data Breach Incident Management
Level 2Operations and User Support
Provide real-time incident and status reporting, and identify affected systems and user groups
Procurement
Level 2Stakeholder and Contract Management
Conduct research and simple quality, risk and security checks on IT vendors, preparing draft documents and materials required in the procurement process
Software Configuration
Level 2Development and Implementation
Apply standard scripts and tools to deploy software products, and document release and deployment activities as well as modifications to software configurations
Software Testing
Level 2Development and Implementation
Draft simple test scenarios, and perform software testing procedures, highlighting bugs or glitches affecting performance
European Skills Framework
ESCOSkills and knowledge areas required for this occupation based on European classification.
Essential
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