Application Support

JOB PURPOSE

The IT Application Support Engineer is responsible for providing technical assistance, troubleshooting, and maintenance for business applications across the organization. This role ensures smooth operation of software systems, supports end-users, and collaborates with IT teams and external vendors to enhance application performance and reliability.

CORE RESPONSIBILITIES

• Application support and troubleshooting
• First level support for core application e.g. CargoWise , NetSuite , WMS
• Diagnose and resolve application Tickets within IT SLA
• Log, track, and manage incidents through to resolution
• Escalate complex issues to vendors or internal technical teams when required
• User Assistance
• Response to user inquiries and requests in a timely manner
• Deliver training and guidance to end-users on application functionality
• System Maintenance
• Monitor application health, logs and performance
• Apply patches , updates and configuration changes as required
• Ensure integrations and scheduled jobs are running correctly
• Ensure compliance with IT Regulation and IT Operation standard
• Collaboration and Continual Improvement
• Work closely with team to resolve cross-functional issues
• Participate in application testing, upgrades and deployment projects
• Identity opportunities to improve and optimize application usage
• Vendor Coordination
• Work with external vendors to resolve application issues
• Follow up on tickets and ensure timely resolution
• Validate fixes and ensure quality of service delivery
• Data Accuracy & Issue Analysis
• Investigate data inconsistencies across systems
• Perform root cause analysis on recurring issues
• Ensure data integrity between applications
• Documentation & Knowledge Management
• Maintain documentation for:
• Known issues and resolutions
• Application processes and workflows
• Contribute to knowledge base and support procedures.

QUALIFICATION

• Bachelor’s degree in computer science , information technology or related field
• Proven experience in application support , IT Helpdesk or System administration
• Strong knowledge of enterprise application e.g. ERP , WMS , TMS or similar
• Understanding of ITIL Process and service management practices
• Excellent problem-solving , communication and documentation skills
• Experience with cloud-based application and SAAS platforms
• Familiarity with Microsoft 365

REQUIRED SKILLS

• Customer service orientation and collaboration mindset
• Ability to manage multiple priorities jobs
• Fluent in Thai and English both writing and speaking
• Project management
• Ability to work cross-functionally (IT, Finance, Operations, HR)
• Experience with NetSuite, CargoWise, or similar systems