The Application Support Associate assists in maintaining the stability, availability, and performance of GIA’s Laboratory Grading System by supporting basic application monitoring, ticket handling, and operational activities. This entry-level role focuses on learning and executing standard support procedures, performing initial troubleshooting, and ensuring timely response to user-reported issues. Working under the guidance of the Application Support Lead and senior team members, the associate helps in logging and tracking incidents, monitoring system alerts, and following established SOPs to resolve common issues or escalate them appropriately. The role also involves documenting observations, supporting routine operational tasks, and ensuring proper communication with users.

Essential Duties

Application Monitoring & Incident Support

· Monitor application alerts and system health using provided tools under guidance.

· Log and update incidents and service requests in the ticketing system.

· Perform initial triage by collecting basic information (screenshots, logs, error messages).

· Escalate issues to senior team members when required.

· Ensure timely updates and proper documentation of assigned tickets. 45%

Application Support & Technical Assistance

· Assist in resolving common application issues by following predefined SOPs and runbooks.

· Review basic logs and alerts to identify and report potential issues.

· Support day-to-day operations of applications running on Linux and database environments (with guidance).

· Foundational knowledge of Java-based applications and application support processes.

· Familiar with vulnerability management activities, including coordinating application patching, tracking security updates, and supporting remediation efforts to maintain compliance and system security.

· Work closely with senior team members to learn troubleshooting steps and issue resolutions.

· Participate in routine monitoring and system health checks.

Release Support, Documentation & Learning

· Assist in validating application functionality during releases and maintenance activities.

· Help document troubleshooting steps, FAQs, and knowledge base articles.

· Actively participate in training sessions, knowledge transfer, and team discussions.

· Follow standard operational procedures and adhere to defined support processes.

· Continuously learn and improve technical and functional knowledge of supported applications.

Compentencies

• Basic understanding of application support processes such as incident and service request handling.
• Foundational awareness of web applications and general application workflows (preferred but not mandatory).
• Basic knowledge of databases and SQL concepts (queries, tables, data retrieval).
• Familiarity with operating systems (Linux/Windows) and ability to review simple logs with guidance.
• Good analytical and problem-solving skills with attention to detail.
• Effective communication skills to interact with team members and users professionally.
• Ability to follow standard operating procedures (SOPs) and work under guidance.
• Basic understanding of working in a team environment and collaborating with different support groups.
  

Qualifications

Education and Experience

· Bachelor’s Degree in Computer Science, Information Technology, or related field, or equivalent experience.

· Candidates with 1 to 2 years of experience in IT/Application support, or technical role

· Basic understanding of computer applications, systems, and software environments.

· Exposure to Linux/Windows environments, databases, or monitoring tools is an advantage but not mandatory.

· Basic SQL knowledge with exposure to Oracle or other relational databases is preferred.

Certifications preferred :

· ITIL Foundation Certification (IT Service Management)

· Oracle SQL or Database Fundamentals certification

· AWS, Azure, or Google Cloud Fundamentals certification

· Entry-level DevOps or monitoring certifications

· AI or machine learning fundamentals certification (optional)

Disclaimer: This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification and it may be changed by management at any time. Other duties may also apply. Nothing in this job description changes the at-will employment relationship existing between the Company and its employees.