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.

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.