Application Support Officer

About the role

Iq Eq is looking for an Application Support Officer to join their team in Hyderabad, India. This is a full-time role centered on delivering technical assistance and resolving issues for business applications that the organization relies on daily. The position requires working closely with internal departments to make sure that software platforms operate reliably and support smooth business operations across all offices. The Application Support Officer will act as a primary contact for staff members who encounter problems with their tools and will help keep essential systems running without interruption. You will be part of a dedicated support team that values clear communication, prompt response times, and thorough documentation of every issue and resolution. The officer will also contribute to continuous improvement efforts by identifying patterns in recurring issues and suggesting long-term fixes. Candidates should be comfortable working in a fast-paced environment where multiple requests may arrive at the same time. This role is ideal for someone who enjoys solving technical puzzles and helping colleagues work more effectively with their daily tools.

Key facts

What you'll do

• Deliver first and second-level technical support for business applications used by teams across the organization.
• Investigate and resolve application problems reported by end users quickly and with accuracy.
• Record all support requests, incidents, and their resolutions in the company's tracking system.
• Work with external vendors and software providers to escalate and close complex application issues.
• Perform regular health checks on installed applications to catch potential problems before they impact users.
• Help with testing and rolling out application updates, patches, and new software releases.
• Write and update user guides, knowledge base articles, and troubleshooting documentation for common issues.
• Partner with IT and development teams to share recurring problems and recommend improvements.
• Watch application performance and flag any slowdowns or anomalies to the appropriate technical groups.
• Guide new and existing employees on application features, recommended practices, and basic troubleshooting steps.
• Attend regular meetings with application owners to review support data and set priorities for enhancements.
• Follow internal IT policies and data security standards in all application-related work and communications.

Requirements

• Prior experience in an application support, IT helpdesk, or technical support environment is expected.
• Good understanding of business applications and enterprise software platforms used in organizational settings.
• Ability to identify and fix software issues independently while keeping all stakeholders informed.
• Comfort using ticketing and incident management systems to organize and track support requests.
• Solid grounding in operating systems, basic networking concepts, and relational database management fundamentals.
• Strong written and verbal communication skills for writing clear documentation and assisting non-technical users.
• A careful and organized approach to handling several support requests while meeting service-level targets.
• Willingness to work on-site in the Hyderabad, India office as part of a full-time schedule.

Nice to have

• Exposure to cloud-based applications and SaaS platforms used in fund administration or corporate services.
• Experience working in a global or multinational organization with colleagues across different regions.
• Familiarity with scripting or automation tools that can reduce repetitive support work.
• Certifications in IT service management, such as ITIL Foundation or a comparable credential.
• Background in financial services, asset management, or fund administration as a professional field.

Skills & tools

• Hands-on experience with enterprise application support and helpdesk operations in a corporate environment.
• Familiarity with ticketing and incident management platforms used to organize and track support requests.
• Understanding of database concepts and query basics for diagnosing data-related application issues.
• Proficiency with standard office productivity and collaboration tools for documentation and team communication.
• Knowledge of operating systems, networking fundamentals, and cloud infrastructure concepts.
• Ability to use remote access and screen-sharing tools to provide support to users in different locations.

Practical notes

• This role is based in Hyderabad, India, and requires regular on-site presence at the office.
• The position is full-time with standard business hours, though some schedule flexibility may be offered.
• The Application Support Officer will report to the IT support manager or a designated team lead.
• The role involves handling a steady flow of support tickets and escalating complex issues when needed.
• The hiring process may include technical assessments, interviews with the IT team, a review of your professional background, and reference checks.
• Iq Eq operates as a global firm with offices around the world, and the successful candidate may coordinate with colleagues in other countries.