Junior Application Support Engineer

TRAQ SOFTWARE SOLUTIONS

Job Responsibilities:
The Application Support Engineer is responsible for the day-to-day management of assigned campaigns, database support, and application functionality. The role ensures accurate data handling, system availability, and optimal performance while providing timely support to internal and external stakeholders. This position assists the DBA in maintaining database integrity, security, and performance, and contributes to continuous process improvement.

Role Requirements:

Technical Skills & Tools
Skills

• Database: MS SQL Server, MS SQL Reporting Services (SSRS), SQL scripting & query writing
• Systems Integration & Automation: APIs, schedulers, SFTP processes
• Tools: MS Office Suite
• Methodologies: SDLC, Agile-Scrum/Kanban
• Project Management: Basic planning, prioritisation, and tracking skills

Qualifications & Experience
Education

• IT Diploma (minimum), IT Degree (preferred)

Experience

• 1 years SQL experience (minimum)
• 1+ years SQL experience ina contact centre/BPO environment (preferred)
•  Domain knowledge is beneficial but can be developed on the job

Behavioural & Core Competencies
• Analytical, attentive to detail, and able to interpret data efficiently
• Strong Problem-solving and critical thinking skills.
• Applies a design thinking mindset to approach challenges.
• Demonstrates learning agility, is motivated to learn continuously, and embraces feedback for improvement.

Self-managing, Relational, and Leadership Competencies:
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.
• Strong customer-service orientation, proactively addressing client needs and maintaining high service standards.
• Flexible and resourceful with a strong ‘can-do’ attitude
• Alert, responsive, and able to perform effectively under pressure.
• Able to work in a high-pressure environment
• Highly organised with strong time-management skills to prioritise tasks and meet deadlines.
• Demonstrates execution agility and the ability to drive results consistently.
• Collaborative team player with strong interpersonal skills and the ability to influence and present with confidence.

• Understands the organisation’s mission, values, and culture, and applies them in day-to-day work.
• Upholds both expressed and implied ethical responsibilities in all activities.
• Familiar with organisational structure and inter-departmental business flows.
• Comprehends operational and reporting requirements relevant to the role.
• Proficient in relevant in-house systems and tools.
• Knowledgeable of legal, regulatory, and internal compliance and reporting requirements.
• Adheres to internal standards, processes, policies, and procedures.
• Continuous improvement mindset
• Strong customer service orientation and stakeholder engagement
• Understanding of business processes and how applications support them
• Incident and problem management aligned with business impact

Changing requirements
• Understands client and project requirements and ensures alignment with deliverables.
• Adapts to changes in business strategy, priorities, and organisational goals.
• Stays informed on evolving technologies and incorporates relevant innovations into processes.
• Monitors and responds to changes in reporting requirements to ensure accuracy and
compliance.

Role Content
Accurate, timely database administration and testing
• Configure and maintain scheduling and automation tools to ensure daily processes execute
successfully.
• Perform daily checks to confirm files are successfully transferred to/from the SFTP drive.
• Manage daily data file imports, validating data accuracy and integrity.
• Monitor and resolve issues related to data imports.
• Analyse and optimise SQL queries and indexes to improve database performance.
• Take daily responsibility for importing data files and check to ensure all data is accurate.
• Identify and flag errors, coordinating with Business Analysts to ensure timely resolution.
• Maintain accurate and up-to-date database documentation.
• Extract data from SQL databases, compile reports in Excel, and present findings to clients in a
clear and professional manner.
• Test new functionality developed by Business Analysts (preferably in the client environment)
to ensure alignment with specifications.
• Recommend process improvements and automation opportunities to Business Analysts.

Accurate, timely database maintenance and security (Assist the DBA)
• Monitor and maintain database maintenance plans for backups, index rebuild/defragmentation.
• Perform database ad-hoc backups and restores.
• Implement and manage database backup strategies to ensure data can be restored in case of
loss or corruption.
• Regularly test backups and recovery procedures.
• Manage user permissions and roles to ensure that only authorised users have access to data
and database operations.
• Assist in designing and implementing database schemas, tables, and relationships.
• Troubleshoot and resolve database latency and performance issues.
• Proactively monitor and respond to MSSQL database alerts.

Stakeholder Engagement
• Lead by example in positioning the department as a trusted advisor and strategic business
partner.
• Collaborate with internal and external stakeholders to ensure databases and related systems
meet application, business, and user requirements.
• Provide ongoing guidance, support, and knowledge-sharing to peers and team members.
• Deliver training and support to team members and end-users on database best practices,
tools, and processes.

Teamwork and Self-Management
• Act consistently in alignment with the organisation’s brand, culture, and values.
• Provide ongoing guidance, mentoring, and support to team members to build capability.
• Manage stress effectively and professionally without negatively impacting others.
• Share, communicate, and debate learnings openly to promote continuous improvement.
• Raise and discuss issues constructively to encourage problem-solving and innovation.
• Promote a partnership mindset in collaborating with others to achieve shared goals.
• Display initiative in sharing knowledge and resolving conflict where required.

Mission Critical Competencies
Manages Self
• Demonstrates strong analytical thinking by probing, gathering, and interpreting information
systematically and logically to establish facts and draw sound conclusions.
• Applies structured problem-solving techniques to define issues, identify root causes, evaluate
options, and implement effective solutions.
• Energetic, resilient, and tenacious in maintaining high performance standards under pressure.
• Displays vigilance, focus, and initiative, responding quickly and effectively to changing
situations.
• Plans, prioritises, and manages workload efficiently, anticipating obstacles and ensuring
objectives and deadlines are consistently met.
• Maintains physical and emotional resilience, effectively managing pressure while sustaining
productivity and professionalism.

People and Communication Skills
• Builds, strengthens, and maintains relationships based on mutual trust, respect, and
collaboration, fostering a spirit of win–win partnership to achieve shared goals.
• Anticipates, understands, and meets the needs of internal and external stakeholders while
upholding the highest service standards and developing sustainable client relationships.
• Communicates ideas clearly and persuasively, both verbally and in writing, while actively
listening to and considering others’ perspectives to enable productive dialogue and effective
collaboration.

Business Process Management
• Proactively identifies opportunities to enhance simplicity, efficiency, and effectiveness through innovation and continuous improvement.
• Adheres to established standards, rules, processes, procedures, and deadlines to consistently
achieve results.
• Takes proactive measures to identify, assess, manage, and mitigate risks to protect the business
operations and ensure compliance.