Optiven Hiring Applications Support Analyst

Applications Support Analyst

Job Title: Applications Support Analyst
Department: IT Department
Reports to: Senior Applications Support Analyst
Location: Nairobi

Job Summary:

We are seeking a highly motivated and skilled Application Support Analyst to join our dynamic IT (systems) support team.  The Application Support Analyst will play a critical role in ensuring the smooth operation of our software apps, providing technical assistance to end users and contributing to the overall success of our organization.


  • Act as customer liaison for the computing operation, communicating, resolving, and or initiating the resolution of problems and concerns
  • Provide end-user training and conduct user acceptance testing.
  • Provide technical support to end-users, resolving issues in a timely manner.
  • Contribute to the departmentsgoals by accomplishing related duties as required
  • Monitor systems’ health and proactively identify potential issues to prevent downtime or disruptions.
  • Manage user accounts, access permissions and security settings to protect sensitive data and maintain compliance with company policies.
  • Assist in documenting system configurations, procedures and troubleshooting steps to create a comprehensive knowledge base.
  • Participate in testing new software releases and updates to identify potential issues before deployment. Provide feedback to the development teams to improve software quality.
  • Collaborate with the Infrastructure team to ensure holistic support for end users.
  • Log and track support requests, incidents and solutions using the ticketing system and maintain detailed documentation of troubleshooting steps, resolutions and best practices


  • Bachelor’s degree in computer science or another industry-related field
  • At least 2years of system/programming experience
  • Solid understanding and experience with Windows server, Active Directory and networking concepts.
  • Proven knowledge and experience with Microsoft Dynamics Business Central ERP
  • Proven experience in Software application support or technical support roles.
  • Working knowledge of Microsoft SQL Database including replication and backups.
  • Ability to troubleshoot, diagnose problems, implement corrective action procedures within set timelines or escalate problems to peers or supervisors for assistance.
  • Excellent problem-solving and analytical skills to diagnose and resolve technical issues effectively.
  • Strong communication skills to interact with end-users and effectively convey technical information
  • Ability to work both independently and collaboratively within a team environment.
  • Familiarity with help desk ticketing systems and IT service Management.

Soft skills

  • Attention to detail and accuracy.
  • Ability to work independently under minimal supervision.
  • Ability to multi-task and get things done to completion.
  • Ability to meet strict deadlines.
  • Excellent planning and organizational skills.
  • Result oriented and deadline-driven.
  • Good scheduling and monitoring skills.
  • Excellent Communication and interpersonal skills.
  • Excellent reporting skills.
  • Adaptable and initiative
  • Great team player.
  • High Integrity and Confidentiality


If you believe you have high-performance culture, a positive mental attitude, and are self-driven, then apply using the following link; https://www.optiven.co.ke/careers/ on or before Sunday, 16th September 2023.

NB: All applications will be reviewed and shortlisted for interviews as they come on a rolling basis

  • We do not charge for job applications and interviews.
  • Shortlisting will be done on a rolling basis.
  • Due to the huge number of applications we get only shortlisted candidates will be contacted.
  • Canvassing will lead to automatic disqualification.

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