Role Overview
- The Helpdesk Support Engineer will provide on-site technical support at the clients premises for a web-based applications and software.
- The role involves first-level troubleshooting, ticket management and documentation. User guidance on application and software add-ins while escalating complex issues to higher level support when required.
Key Responsibilities
- Provide on-site support to end-users, addressing technical queries and issues related to the company's web-based applications and software.
- Create and manage support tickets via JIRA, including acknowledging user requests (via email, Skype, Microsoft Teams or walk-in), assigning ticket numbers and ensuring timely follow-up.
- Guide and support agency helpdesk staff in the installation and configuration of Microsoft Word add-ins.
- Document troubleshooting steps and resolutions for recurring or new issues to build a knowledge base for continuous improvement.
Required Skills & Competencies
- 1–2 years of experience in IT support, cloud or application support roles.
- Exposure to cloud platforms like AWS, Azure or GCP.
- Understanding of 3 Tier architecture.
- Understanding of XML, XSLT etc.
- Familiarity with microservices architecture and containerized applications (Docker/Kubernetes is a plus).
- Experience with CI/CD pipelines and version control (Git, Visual SVN).
- Knowledge of React.js, Node.js and MongoDB or XML databases for application support and debugging.
- Strong understanding of end-user support, ticketing systems (JIRA), and patch management.
- Excellent problem-solving and communication skills for user interaction and documentation.
- Strong knowledge of end-user support for web-based applications and Microsoft Office add-ins.
- Good understanding of patch management for software.
- Effective communication skills for supporting users and guiding agency helpdesk teams.
- Strong documentation skills for creating troubleshooting and resolution guides.
- Ability to work independently on-site while collaborating with remote L3/L4 support teams.
Qualifications
- Diploma in Computer Science, Information Technology or related field.
- 2–4 years of relevant IT development experience.
- Experience with Microsoft Word add-ins and troubleshooting software integration.
- Knowledge of ITIL practices is an advantage.