Application Support Engineer

Job Description:

• Should be detail-oriented, customer-focused Helpdesk Analyst to provide first-level technical support to end-users.
• Will diagnose, troubleshoot, and resolve software related issues efficiently while maintaining a high level of customer satisfaction, and escalate tickets to L2/L3 support teams as necessary.
• Serve as the first point of contact for users seeking technical assistance via email or ticketing system.
• Provide support for project's applications based on FAQs and support documents.
• Escalate unresolved issues to L2/L3 IT support as necessary.
• Log and track issues using the helpdesk/ticketing system, ensuring accurate documentation and timely resolution.
• Assist in maintaining IT documentation and user guide.

Requirements:

• Minimum 1 year of experience in a technical support or helpdesk role.
• Familiarity with helpdesk ticketing systems (e.g., ServiceNow, JIRA).
• Excellent problem-solving and communication skills.
• Ability to work independently and prioritize multiple tasks in a fast-paced environment.
• Strong customer service orientation and interpersonal skills.
• IT Troubleshooting (P3 - Advanced)