Regional Application & IT Support Officer

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For over 30 years, APRIL International has specialised in providing innovative international health insurance solutions. We design, distribute, and manage insurance plans and assistance services for individuals and businesses worldwide. With teams operating across Asia, Europe, and the Americas, we are committed to ensuring our members have access to the best care, no matter where they are.
As part of the APRIL Group, an insurance specialist with 3,000 staff members in 20 countries, we are dedicated to simplifying insurance and delivering exceptional customer experiences.
The Regional Application & IT Support Officer primarily ensures the smooth operation, uptime, and continuous optimization of the region's core business systems and software applications. Serving as the key point of contact for application support , the ideal candidate will troubleshoot regional system errors, test new software features, and maintain application health.
Additionally, the role provides secondary technical support to maintain office IT infrastructure and end-user devices.
The role will require to handle cases raised by French users and customers; thus, preference will be given to those who can communicate in French.
Key Responsibilities
1. Applications Support & Systems Optimization (Primary)
Core Application Troubleshooting
• Support internal teams by diagnosing, analysing, and resolving technical bugs and functional issues within core business applications and systems.
Health Monitoring & Reporting
• Conduct daily routine checks, analyse error logs, and generate performance reports to catch and resolve potential application anomalies early.
System Testing & Deployments
• Collaborate closely with the global applications team to execute user acceptance testing (UAT) for new features, upgrades, and critical bug fixes.
Scripting & Automation
• Write and execute data scripts to perform quick system fixes, run ad-hoc queries, and automate repetitive application maintenance tasks.
Knowledge Management
• Maintain, structure, and enrich the Technical Support Knowledge Base to streamline internal troubleshooting workflows.
Application Access Management
• Support requests and issues related to applications access and onboarding.
Daily routine tasks
• Complete the daily tasks assigned such as importing data, daily checks, and alert monitoring
Support Ticket Management
• Ensure that incidents, bugs, or requests are logged in the ticketing system and properly prioritised, triaged and followed through.
2. IT Infrastructure & End-User Support (Secondary)
Technical Support
• Deliver technical assistance, manage workstation and mobile setups, and peripherals.
Lifecycle Management
• Manage seamless IT onboarding and offboarding workflows, ensuring correct access permissions and hardware allocation.
Asset & Documentation Control
• Maintain accurate technical documentation for IT processes, alongside up-to-date inventories of hardware, system software, and digital licenses.