Objectives of this role
- Provide quick and effective assistance with legislation applications.
- Guide users remotely and in person through application configuration, troubleshooting and maintenance.
- Listen attentively to users questions and concerns of the application.
- Work with desktop support engineers to provide solution to users.
Key Responsibilities
- Create and manage support tickets via JIRA assigning ticket numbers, and ensuring timely follow-up.
- Respond to tech inquiries via email, through Teams / Skype chats, over the phone or in person.
- Walk user step by step through the problem solving process.
- Help with troubleshooting software installations.
- Communicate user’s feedback to the appropriate internal team members.
- Replicate issue in UAT and SIT for troubleshooting, training for the application workflow will be provided.
Troubleshoot and resolve common technical issues such as
- Access rights to application URLs.
- Expired software license keys.
- Missing or non-functioning software add-ins.
- Escalate complex technical problems to L3/L4 support, coordinating with users for follow-up and resolution.
- Assist in software patching and updates on both UAT and Production servers to address security vulnerabilities and maintain compliance.
Skills and qualifications
- Excellent problem solving and analytical skills.
- Comprehensive knowledge of computer systems and experience troubleshooting applications.
- Strong verbal and written communication skills.
Preferred qualifications
- Passion for problem-solving and customer service.
- Ability to diagnose and resolve a variety of technical issues.
- Team-oriented mindset with an openness to constructive feedback.
- Eagerness to learn new technologies and systems.
- Experience working as an IT help desk technician or in a similar customer support role.
Report job