Associate Technical Support Engineer

Job Description

We are looking for a Level 1 Technical Support Engineer to provide enterprise-level assistance to our users. You will be responsible to monitor the ticket queues, take care of access/termination requests for the different applications, diagnose, and troubleshoot basic problems and escalate unresolved issues for support to appropriate internal development teams.

Technical Support Engineer responsibilities include service ticket registration, monitoring and analysing the health status of relevant applications, resolving basic technical issues, and using remote desktop connections to provide immediate support. You will use email and chat applications to give end users quick answers to simple application issues. For more complex problems you would route the end users to the relevant internal development teams

Key Responsibilities:

This includes but are not limited to:

Address tickets regarding Application access/terminations.

Routing tickets to the internal development teams based on its complexity.

Assist users in walking them through basic application functionality.

Ask targeted questions to diagnose problems.

Conduct remote troubleshooting.

Requirements:

This includes but are not limited to:

Excellent problem-solving skills and documentation skills.

Knowledge on ticketing tools (JIRA preferred), BI tools and LDAP User/Group based access methodologies.

Proven customer service skills.

Familiarity with Information Technology Infrastructure Library (ITIL) methodologies.

Good communication skills (verbal and written)

AI to streamline day-to-day operations by using Java, Python, or scripting skills to build automations, fix bugs.