Position Overview
We are looking for a dedicated application support engineer to provide technical support and ensure timely resolution of user issues. The role involves monitoring system, handling service requests, troubleshooting of incidents and escalating the incident if required.
Key Responsibilities
- Serve as the first point of contact for IT support via phone, email, or ticketing system
- Log, categorize, and prioritize incidents and service requests
- Troubleshoot application related issues.
- Monitor system alerts and scheduled jobs
- Follow standard operating procedures (SOPs) and knowledge base articles
- Ensure incidents are resolved within SLA timelines
- Perform incidents escalation if required
- Maintain proper documentation of tickets and resolutions
- Provide regular status updates to users
- Perform any other ad-hoc tasks assigned by the reporting manager
Required Skills and Qualifications
- Diploma / Bachelor's degree in IT, Computer Science, or related field
- At least 3 years of experience in IT support / Helpdesk
- Strong troubleshooting and analytical skills with the ability to prioritize tasks
- Good communication skills (verbal and written)
- Familiar with web application development
- Good knowledge of programming methodologies and best practices
- Ability to multi-task in a demanding, fast paced environment
- Ability to work independently as well as in a team
- Knowledge or exposure to JavaScript, HTML, CSS, React, NodeJS, Oracle or MSSQL
- Experience in using GitLab, Jira and CI/CD or knowledge on Java, Jenkins, Integration Testing and other Server Technologies would be a plus
