Description

Handle first-level technical support and incident management for software and application issues.

This role is on-site.

Responsibilities

• Act as the primary contact for user inquiries via phone, email, and ticketing systems like Jira or ServiceNow.
• Diagnose and resolve basic software and application issues by guiding users through step-by-step instructions.
• Monitor application performance, analyze logs using Kibana and Splunk, and perform daily health checks.
• Escalate complex or unresolved issues to L2/L3 engineers following defined procedures.
• Maintain accurate records of all support interactions, resolutions, and SOPs in the knowledge base.

Required Skills

• 3+ years of experience in technical support or customer service within an IT environment.
• Hands-on experience with Splunk and Kibana for log analysis and monitoring.
• Familiarity with the AYS (At Your Service) tool.
• Basic knowledge of Windows and Linux operating systems and networking concepts.
• Experience using ITSM tools and remote desktop support software.
• Strong analytical and problem-solving skills to effectively diagnose issues.
• Ability to work independently and within rotational shift teams, including night support.

Preferred Skills

• Understanding of ITIL frameworks for incident management.

Key Skills

Education

Any Gradute