Business Application Support

About the Role  

We are looking for a proactive and customer-focused IT Support Analyst to join our Dhaka, Bangladesh team. This role combines business application support (primary) and end-user IT support (secondary), ensuring smooth daily operations for our global teams. 

You will be responsible for assisting users with business systems, troubleshooting IT issues, and acting as a key bridge between end-users, product teams, and IT. 

Key Responsibilities 

1. Business Application Support (Core Focus) 

• ·        Provide guidance to internal users on system workflows, logic, and business processes 
• ·        Support users in navigating and using company business applications effectively 
• ·        Validate, document, and escalate system bugs to Product/Development teams 
• ·        Monitor and track application issues, ensuring proper follow-up and resolution 
• ·        Contribute to improving user experience by identifying recurring issues and proposing solutions 
•  

1. IT Helpdesk & End-User Support 

• ·        Provide L1/L2 support for hardware, software, and network-related issues 
• ·        Troubleshoot and resolve user issues on laptops, peripherals, and office equipment
• ·        Assist remote users with technical support across multiple locations
• ·        Support Windows OS environment and Office 365 usage
• ·        Resolve network connectivity and system access issues
•  

1. Operations & Monitoring 

• ·        Monitor systems and services to ensure availability and performance across regions
• ·        Manage and resolve tickets according to SLA and priority
• ·        Perform routine system checks, updates, and maintenance
•  

1. Collaboration & Documentation  

• ·        Work closely with global IT teams and product teams to resolve complex issues
• ·        Document troubleshooting steps, solutions, and knowledge base articles
• ·        Provide user training and guidance to improve IT and system adoption
•  

1. Productivity & AI Enablement 

·        Use AI-powered tools (e.g., copilots, chat assistants, automation tools) to improve efficiency in ticket handling, troubleshooting, and documentation 

·        Demonstrate curiosity and willingness to learn and adopt emerging AI technologies 

·        Identify opportunities to leverage AI to streamline repetitive tasks and enhance user support experience 

Business Application Support Skills 

• ·        Ability to understand and explain business workflows and system logic clearly
• ·        Experience supporting internal tools, platforms, or enterprise applications 
• ·        Strong analytical mindset to troubleshoot functional/system issues 

AI & Productivity Mindset 

• ·        Basic familiarity with AI tools (e.g., ChatGPT, Copilot, or similar assistants) 
• ·        Enthusiasm for using AI to improve daily work efficiency and support quality 
• ·        Willingness to continuously learn and experiment with new tools and technologies 

Soft Skills 

• ·        Strong communication skills to interact with global stakeholders
• ·        Customer-oriented mindset with strong problem-solving abilities 
• ·        Ability to manage multiple tasks in a fast-paced environment
• ·        Detail-oriented and process-driven approach 

Technical Skills 

• ·        Solid experience in Windows OS, hardware, and network troubleshooting
• ·        Working knowledge of Microsoft 365 / Office 365
• ·        Familiarity with printers, scanners, and endpoint troubleshooting
•  

Experience 

• ·        Around 3 years of relevant experience.
• ·        Previous experience in IT Helpdesk / Service Desk / IT Support role
• ·        Experience in business application support is a strong advantage
•  

Certifications (Preferred) 

·        CompTIA A+, Microsoft certifications, or equivalent

Education

• ·        Bachelor’s or master’s degree in Computer science (CSC), Information Technology or a related technical field. 
•  
• Profile We’re Looking For  
• ·        Comfortable supporting global users (EMEA/APAC/US) across time zones 
• ·        Strong in ticket handling, escalation, and communication 
• ·        Able to balance ~80% application support and ~20% IT technical support
• ·        Proactive, self-learning, and adaptable to new technologies (including AI tools)