Application Support Analyst Job (Remote) at Athena Institute — Apply Now

About Athena Institute of Business & Technology (AIBT)

Athena Institute of Business and Technology (AIBT) is building Africa’s next generation of business, policy, and tech leaders, through flexible, practical, and impact-driven learning.

Application Support Analyst Job Summary (Remote)

This Application Support Analyst job is fully remote and open to candidates with 2-4 years of experience in application support, IT support, or software troubleshooting. AIBT is recruiting for this role to support, maintain, and troubleshoot business applications, serving as a key link between end users, technical teams, and software vendors to ensure optimal performance and availability. It’s a strong fit for proactive, analytical, customer-focused job seekers with strong troubleshooting skills and some SQL experience.

Quick Facts

• Job Title: Application Support Analyst
• Company: Athena Institute of Business & Technology (AIBT)
• Location: Remote
• Employment Type: Full-time
• Application Deadline: 27th October, 2026

Job Description

AIBT is seeking a proactive, analytical, and customer-focused Application Support Analyst to support, maintain, and troubleshoot business applications to ensure optimal performance and availability. The successful candidate will serve as a key link between end users, technical teams, and software vendors, resolving application-related issues and ensuring that business operations run smoothly.

Core Job Functions for This Application Support Analyst Role

• Support Delivery: Provide first- and second-level support for business applications and software systems.
• Issue Resolution: Investigate, diagnose, and resolve application errors, incidents, and performance issues.
• System Monitoring: Monitor application availability, performance, and system functionality.
• Ticket Management: Log, track, prioritise, and manage support tickets in accordance with established SLAs.
• Escalation: Escalate complex technical issues to developers, infrastructure teams, or software vendors when necessary.
• System Changes: Support application installations, upgrades, configuration changes, patches, and system testing.
• Access Management: Assist with user account management, access permissions, and application security controls.
• Database Checks: Perform basic SQL queries and database checks to investigate application-related issues.
• Documentation: Maintain accurate documentation of incidents, resolutions, system configurations, and support procedures.
• Testing: Conduct user acceptance testing (UAT) and validate application fixes before deployment.
• User Training: Provide end-user training and guidance on application functionality and best practices.
• Improvement Recommendations: Identify recurring issues and recommend improvements to enhance application reliability and user experience.
• Cross-Team Collaboration: Collaborate with IT, business, and development teams to support system enhancements and deployments.
• Compliance: Ensure compliance with organisational IT policies, data protection requirements, and information security standards.

Why This Application Support Analyst Job Stands Out

This role offers:

• A fully remote position bridging technical teams and end users
• Broad exposure across incident management, SQL troubleshooting, UAT, and user training
• A flexible experience bar — candidates with strong technical aptitude may be considered even without every preferred qualification
• Opportunities to work with enterprise applications such as ERP, CRM, HR, or finance systems

Required Skills and Competencies

• Strong analytical, troubleshooting, and problem-solving skills
• Good understanding of software applications, operating systems, and IT support processes
• Knowledge of incident management, problem management, and change management
• Familiarity with ticketing systems such as Jira Service Management, ServiceNow, or similar platforms
• Basic to intermediate SQL skills and the ability to investigate database-related issues
• Understanding of APIs, application integrations, and web technologies is an advantage
• Familiarity with Windows, Microsoft 365, web applications, and enterprise software
• Good written and verbal communication skills
• Strong customer service skills and the ability to work with users at different technical levels
• Ability to prioritise multiple incidents and work effectively under pressure
• Strong documentation, organisation, and time-management skills
• High attention to detail, accountability, and willingness to learn new technologies

Requirements

Education and Qualifications:

• A Bachelor’s Degree or HND in Computer Science, Information Technology, Software Engineering, Computer Engineering, or a related discipline
• Relevant professional certifications in IT service management or technical support are an advantage
• Certifications such as ITIL Foundation, Microsoft, CompTIA, or relevant application-specific credentials are desirable but not mandatory

Work Experience:

• 2-4 years of experience in application support, IT support, software troubleshooting, or a related technical role
• Demonstrable experience supporting business applications and resolving user-reported technical issues
• Experience using ticketing systems and working with incident-management processes
• Practical knowledge of SQL queries, application logs, and basic database troubleshooting
• Experience supporting application upgrades, testing, deployments, and system changes is desirable
• Previous experience working with ERP, CRM, HR, finance, or other enterprise applications is an advantage

How to Apply for This Application Support Analyst Job

Interested and qualified candidates should submit their updated CV and a brief cover letter outlining their relevant experience and suitability for the role to fisimah@aibt.info, using “Application Support Analyst – (Applicant’s Full Name)” as the subject of the email.
Application Deadline: 27th October, 2026

Note: Only shortlisted candidates will be contacted.

Frequently Asked Questions About This Application Support Analyst Job

Q: What qualifications are needed for this Application Support Analyst job?
A: A Bachelor’s Degree or HND in Computer Science, Information Technology, Software Engineering, or a related discipline, plus 2-4 years of experience in application support, IT support, or software troubleshooting. ITIL, Microsoft, or CompTIA certifications are desirable but not mandatory.

Q: Where is this Application Support Analyst job located?
A: The role is fully remote.

Q: What does this role involve day-to-day?
A: The role covers providing first- and second-level application support, diagnosing and resolving incidents, managing support tickets against SLAs, supporting upgrades and testing, performing basic SQL checks, maintaining documentation, and training end users.

Q: How do I apply, and when is the deadline?
A: Submit your CV and a brief cover letter to fisimah@aibt.info using “Application Support Analyst – (Applicant’s Full Name)” as the subject line, before the deadline of 27th October, 2026. Only shortlisted candidates will be contacted.

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