Associate Technical Support Engineer

Overview

Level 1 Technical Support Engineer providing enterprise-level assistance to users, handling ticket queues, application access requests, and basic troubleshooting, and escalating unresolved issues to internal development teams.

What you'll do

• Monitor ticket queues.
• Take care of access and termination requests for the different applications.
• Register service tickets and monitor and analyse the health status of relevant applications.
• Diagnose and troubleshoot basic problems and resolve basic technical issues.
• Use remote desktop connections to provide immediate support.
• Use email and chat applications to give end users quick answers to simple application issues.
• Route tickets to the appropriate internal development teams based on complexity.
• Assist users in walking them through basic application functionality.
• Ask targeted questions to diagnose problems.
• Conduct remote troubleshooting.

What you'll need

• Excellent problem-solving skills and documentation skills.
• Knowledge of ticketing tools, 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).
• Use Java, Python, or scripting skills to build automations and fix bugs.

Nice to have

• JIRA as the ticketing tool.