Application Support Technician

4 weeks ago

Dublin, Dublin City, Ireland Fónua Full time
Company Description

With over 25 years' experience in offering specialist supply chain solutions to the mobile phone and technology industries. Fónua have developed an industry leading Device Ownership & Supply Chain Optimisation Model. Fónua have long standing direct procurement relationships with all of the key mobile device hardware OEMs.

Our Mission

To continuously optimise our partner's distribution requirements through the delivery of innovative products and services. We will fulfil both vendor and customer needs through efficient supply chain, extensive product knowledge and value added solutions delivered profitably by dedicated and professional employees.

Our Vision

To create value and make a difference

Our Values

Creativity & Imagination

Passion Energy & Ambition

Hire & Retain the Best

Leadership

Teamwork

Respect

Excellence

Position

The Application Support Technician will provide day-to-day support for Infor's M3 ERP solution (version 13.3) and the organisation's suite of custom-built business applications. This role requires a technically capable and resourceful individual who can investigate and resolve application issues, optimise system use, and ensure minimal disruption to business processes.

They will work under the guidance of the Helpdesk Supervisor and collaborate with experienced Business Analysts when necessary. However, they must possess a curious, driven mindset and exhaust all reasonable troubleshooting options before escalating. This is a hands-on role requiring experience with ERP systems, SQL, APIs, and application troubleshooting tools.

Requirements

Key Responsibilities
  • Application Support
  • Provide first and second-line support for Infor M3 ERP (version 13.3; multi-tenant experience desirable).
  • Support the organisation's custom-built applications, ensuring reliability and stability.
  • Monitor application performance and troubleshoot functional or technical issues.
  • Assist with application configuration, testing, and deployment of updates.
  • Issue Investigation & Resolution
  • Analyse, reproduce, and resolve application incidents logged in the helpdesk system.
  • Liaise with end users to gather information, document steps to replicate issues, and determine root causes.
  • Explore all available troubleshooting options before escalating to Business Analysts or developers.
  • Create and maintain knowledge base articles for recurring issues.
  • Technical Skills & Tools Usage
  • Write and run SQL queries to extract, validate, and manipulate data.
  • Use Postman (or similar tools) to interact with APIs for troubleshooting, integration testing, and data verification.
  • Understand and work with RESTful and SOAP APIs.
  • Support data imports, exports, and integration flows between systems.
  • Collaboration & Communication
  • Work closely with the Helpdesk Supervisor to prioritise and resolve application issues.
  • Collaborate with Business Analysts and developers on application enhancements and fixes.
  • Maintain professional and clear communication with stakeholders, ensuring timely status updates.
  • Continuous Improvement
  • Identify opportunities to improve application usability, performance, and efficiency.
  • Suggest enhancements to streamline workflows in M3 and custom applications.
  • Participate in application testing during system upgrades and projects.

Other information

Company Benefits

Pension Scheme

Bike to Work Scheme

Gym/Wellbeing Contribution

Employee Purchase Scheme

Phone Repair Discount

Educational Assistance Program

Company Events

Free Parking
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