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 provides technical assistance to end users, ensures reliable operation of IT applications, and supports the timely resolution of incidents and service requests.

Key Responsibilities

• Act 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 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 the required timeframe or support level.
• Provide support for desktop applications, workstations, and internal IT systems.
• Identify recurring problems, investigate root causes, and contribute to preventing future incidents.
• Research and identify appropriate solutions for application and software-related issues.
• Communicate effectively with end users to understand technical problems, guide through troubleshooting steps, and assist with IT application setup and issue resolution.
• Escalate unresolved issues to internal teams (software development, infrastructure, or specialized IT teams).
• Prioritize and manage multiple open incidents and requests, maintaining communication with affected users.
• Install, configure, monitor, and maintain IT applications and computer systems.
• 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 manuals, ensuring updates with system changes.
• Contribute technical documentation and specifications for planning, implementation, enhancement, or upgrade of IT applications and systems.
• Collaborate with other IT team members to ensure technical knowledge is documented and accessible for service delivery.

Governance and Operational Resilience

The Administrator will adhere to all relevant company and IT policies, procedures, and service standards to ensure daily activities are conducted in a controlled and consistent manner. This role also involves contributing to the identification of opportunities for continuous improvement across IT support processes to enhance service quality, efficiency, and user experience.

Qualifications and Experience

• 0-1 years of experience in IT application support or a related field.
• Ability to troubleshoot technical issues and provide effective user support.
• Familiarity with IT application administration and operational requests.

Internal and External Relationships

This position involves close collaboration with various internal stakeholders across HungerStation, including employees, IT Operations, Technology teams, and software and application teams. Communication with external partners, vendors, and service providers may also be required to support the resolution of IT application and system-related issues.

Company Culture

The IT Application Support Administrator I is expected to contribute to maintaining a high-performance working environment and consistently demonstrate and promote HungerStation’s values.