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What is application support?
An application support may be defined as a technical support provided by professionals regarding a spectrum of software used within a specific business sector to improve its performance and strategy. An application support enables businesses to execute their responsibilities within their relevant business processes.
The role of application support professional is one of the more generalized positions in the IT world. A good professional needs to have at least a working knowledge of database management, different operating systems, and different programming languages. This duty involves using one’s complex problem solving skills to brainstorm software solutions, and then work together in a small group to craft a pitch to present the idea to the company’s decision makers.
An application support professional is expected to find the root cause of an application malfunction, sometimes an issue may be too severe for him/her to address. Their duty in this scenario is to escalate the issue to their senior professional so that he/she can formulate a plan to address the issue and dictates said plan to their team of experts. Part of what makes a good application support professional is the foresight to anticipate and address potential issues before they become issues. This takes good organizational skills and a keen attention to detail. The professionals work with the support team on a daily basis to contribute to their employer’s overall IT needs and strategy.
In addition to possessing a wealth of technical knowledge, application support professionals must also have the interpersonal skills to help users of said application. An application support professional needs the following skills/attributes.
Sufficient technical knowledge (Working knowledge of SQL databases & basic network configuration, and IT hardware and software).
Ability to learn and master employer-specific software.
Business awareness.
Cultural awareness.
Service awareness (ITIL).
Ability to investigate, and to diagnose and address application issues.
Patience and understanding.
Complex problem solving skill.
Written and verbal communication, and active listening skills.
Support tool knowledge.
Empathy with users.
Acceptance of ownership.
Language skills.
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