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Enterprise Support Intern

2 months ago

Lagos, Lagos, Nigeria Lagoon Hospitals Full time
  • The Enterprise Application Support Intern will assist in maintaining, troubleshooting, and supporting a range of enterprise applications.
  • This role is ideal for recent graduates or students pursuing a degree in computer science, information systems, or related fields who are eager to gain hands-on experience in application support within a dynamic and fast-paced environment.

Summary of Responsibilities

  • Provide Application Support: Assist in monitoring and troubleshooting enterprise applications to ensure optimal performance and uptime.
  • Incident Management: Collaborate with the IT and support teams to track, document, and resolve issues related to enterprise applications and escalate unresolved issues or complex problems to higher-level support tiers e.g., L2 or L3 support when necessary.
  • User Support: Assist end-users by resolving technical issues and providing continuous training and documentation as needed.
  • System Monitoring: Utilize monitoring tools to ensure application health and report on any abnormalities or performance issues.
  • Documentation: Help create and maintain documentation of application processes, configuration, and troubleshooting steps.
  • Testing: Assist in the testing of updates, patches, and new features for enterprise applications to ensure proper functionality.
  • Collaboration: Work closely with system administrators, and other IT staff to ensure seamless integration and functionality of enterprise application systems.
  • Data Analysis: Support in gathering and analysing data to identify trends, performance issues, or areas for improvement in application performance.

Key Performance Indicators/Performance Goals

  • Timely Closure and Resolution of User Issues and Enquiries.
  • Great Customer Satisfaction via Exceptional Guidance and Support provision.
  • On-time Escalation of Complex Problems and Efficient Follow-up towards Closure.
  • Quick Closure of Users' Knowledge Gaps in cases of System updates from Developers.

Internship Qualification

  • Currently pursuing or recently completed a degree in Computer Science, Information Systems, Engineering, or a related field.
  • Basic understanding of enterprise applications ERP, CRM, etc..
  • Familiarity with databases SQL, networks, and general IT infrastructure.
  • Experience with troubleshooting technical issues.
  • Understanding of software development lifecycle SDLC is a plus.
  • Computer skills including the ability to use spreadsheet, word-processing programs and software applications at a basic level.
  • Ability to multi-task and manage several tasks simultaneously
  • Any experience in Service Support role or Desktop Support will be a plus.

Core Competencies

  • Communication Skills
  • Problem-solving
  • Adaptability
  • Proactivity & ownership mentality