IT Application Support Administrator I

About the Role

HungerStation is seeking an IT Application Support Administrator I to join their team in Riyadh. This full-time role is responsible for the implementation, configuration, maintenance, and support of the company's IT applications and systems. The position focuses on providing technical assistance to end users, ensuring the reliable operation of IT applications, and facilitating the timely resolution of incidents and service requests.

Key Responsibilities

• Serve as the primary contact for IT application administration, support, and operational requests.
• Support the installation, configuration, maintenance, monitoring, and reliable operation of IT applications and computer systems.
• Manage daily application support activities, respond to operational requests, troubleshoot technical issues, and assist user groups.
• Handle incoming calls, emails, messages, and helpdesk requests in accordance with Service Level Agreements (SLAs) and established IT processes.
• Investigate, troubleshoot, and resolve incidents, aiming for resolution at the First Point of Contact (FPOC).
• Monitor, track, update, and escalate active tickets when issues cannot be resolved within defined parameters.
• Provide support for desktop applications, workstations, and internal IT systems, ensuring efficient issue resolution.
• Identify recurring problems, investigate root causes, and contribute to preventative measures.
• Research and identify appropriate solutions for application and software-related issues.
• Communicate effectively with end users to understand technical problems and guide them through troubleshooting steps.
• Assist HungerStation employees with IT application setup and technical issue resolution.
• Escalate unresolved issues to appropriate internal teams (software development, infrastructure, or specialized IT teams).
• Prioritize and manage multiple open incidents and requests, maintaining communication with affected users.
• Support the rollout and implementation of new systems and internal applications, including patches and anti-virus deployment.
• Accurately record and maintain all IT requests, incidents, and support activities within the ticketing system.
• Create and maintain application documentation, process workflows, technical notes, and user/support manuals, ensuring updates with system changes.
• Contribute technical documentation and specifications for planning, implementation, enhancement, or upgrade of IT applications.
• Collaborate with other IT team members to ensure technical knowledge is documented and accessible for effective service delivery.

Governance and Operational Resilience

• Adhere to all relevant company and IT policies, procedures, processes, work instructions, and service standards.
• Contribute to identifying opportunities for continuous improvement in IT support processes and practices to enhance service quality, efficiency, user experience, and operational effectiveness.
• Support a high-performance working environment and consistently demonstrate HungerStation’s values.

Qualifications and Experience

• 0-1 years of experience in IT application support or a related field.

Internal and External Contacts

This role involves close collaboration with various internal stakeholders across HungerStation, including employees, IT Operations, Technology teams, software and application teams, and other relevant departments. Communication with external partners, vendors, and service providers may also be required to resolve IT application and system-related issues.