Job Description

Digital Support Executive is responsible for the daily operational support and maintenance of IT applications, ensuring they perform effectively to meet business needs. The role includes diagnosing and resolving technical issues, collaborating with end users to understand operational challenges, and supporting new system implementations, deployments, and training initiatives to drive operational efficiency. The Executive also contributes to project rollouts and change activities by supporting user testing, setup, training, and communications to promote adoption and efficiency.

Job Responsibilities

User Support & Issue Investigation

• Provide daily first-level support for IT applications, investigate data discrepancies and application errors promptly.
• Communicate effectively with users and vendors to resolve issues in line with service level agreements (SLAs).

Database Administration & Reporting

• Perform data retrieval, report generation, and database monitoring to ensure smooth application operation.
• Use SQL Reporting Services to fulfill users’ reporting needs and ensure database availability.

User Requirement Collection & Documentation

• Collect and document user requirements, functional specifications, and business requirements for new projects and application improvements.
• Ensure that new applications and system enhancements are compatible with existing IT systems.

Application Testing & Bug Fixing 

• Able to conduct UAT and functional testing, identify bugs, and coordinate with internal developers or vendors to ensure timely resolution.

System Enhancements & New Implementations

• Assist in the deployment and support of application enhancements and propose modifications to improve functionality.
• Support the implementation of new systems and collaborate with vendors/consultants to deliver optimal solutions.

Project Rollout & Change Communication

• Support user testing, issue tracking, access setup, and prepare simple guides while assisting with change announcements and basic user demos.

Training & Documentation

• Prepare user manuals and documentation for new applications and major system updates.
• Provide ongoing training to new staff on existing applications and systems.

Task Execution & Compliance

• Ensure assigned tasks and responsibilities are completed on time, meet expected quality standards, and comply with established procedures and proposals

Job Requirements

Educational Background

• Minimum bachelor’s degree in information technology, Software Engineering, Computer Science, Engineering or a related field.

Experience Requirements

• Minimum 2-3 years of relevant working experience in application support or a related IT role.
• Databases knowledge (MS SQL, MySQL, Oracle, DB2, etc)
• Experience working with property management, real estate, or financial accounting software (e.g., IFCA, SAP, Oracle, etc) is advantageous

Skills