Application Support

Job Summary

The Junior Application Support Engineer is responsible for providing day-to-day and night-shift application support for the KKPS & KKPAM Back Office systems. Operating in a dual-shift model, this role ensures application availability, monitors health status, executes batch processing, and responds to user inquiries. The position serves as the front line of defense, handling incoming contacts via the central hotline (Ext. 7777) and the ITSM system, while collaborating closely with Helpdesk, Software Development, SRE and Server teams for swift incident resolution.

Role and Responsibilities / หน้าที่ความรับผิดชอบ

•    Act as the single point of contact (SPOC) for back-office users, handling incoming tickets via ITSM and calls through the central App Support Hotline [Ext. 7777].
•    Perform Day Shift (06:00 - 20:00) Onshore Support, assisting users of CIS, ESS, SBL, MFET, and GIS applications with technical troubleshooting and request fulfillment.
•    Perform Day Shift (06:00 - 20:00) Offshore Support, handling GIS, SAXO, and KKPAM-related systems support, ensuring seamless cross-border service.
•    Execute Night Shift (18:00 - 06:00) Batch Specialist duties, performing end-to-end monitoring and execution of Batch Processing, Front IFIS, and Back Office system cycles.
•    Monitor application health, alert dashboards, and server resources; perform initial troubleshooting, and execute standard remediation according to SOPs.
•    Log and document all issues in the ITSM system with high accuracy, ensuring proper categorization and routing to support >90% triage precision.
•    Escalate unresolved or critical incidents (P1/P2) immediately to the Software Development Team Leader, SRE, or Server teams using the defined escalation protocols.
•    Assist in testing application updates, system patches, and rollback procedures under the change management guidelines.
•    Create and maintain technical runbooks, troubleshooting guides, and knowledge base articles, utilizing AI.

Qualifications / คุณสมบัติ

•    Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or a related field.
•    1-3 years of experience in Application Support, IT Helpdesk, Technical Support, or Operations roles. (Highly motivated fresh graduates are also welcome to apply).
•    Ability to work in rotating shifts, including Day, Offshore, and Night Shifts (18:00 - 06:00) as required by the business operations.
•    Familiarity with ITSM ticketing tools (preferably ManageEngine or Jira Service Desk).
•    Ability to work under pressure, manage multi-tasking demands, and resolve user issues with a strong customer-service mindset.
•    Strong problem-solving, analytical, and logical-thinking skills.
•    Good team contributor who communicates technical issues clearly and collaborates effectively with cross-functional teams.

Specific knowledge and skill / ความรู้เฉพาะตำแหน่ง

•    Basic Database & Queries: Ability to write and run basic SQL queries (MS-SQL, Postgre, or Oracle) for investigation and data extraction.
•    Infrastructure Basics: Basic knowledge of Windows Server, Active Directory, Linux CentOS/RedHat, and virtualization (VMware).
•    System Monitoring & Transfer: Familiarity with file transfer protocols (SFTP/FTP), GoAnywhere, Apache Airflow and system monitoring tools (metrics, logs, alerts).
•    Financial Business Flow: Basic understanding of securities trading lifecycle, mutual funds, or back-office batch processing.
•    Automation Basics: Basic scripting skills (Python, PowerShell, or Bash) is a strong advantage.