Technical Support Engineer

Role Summary:

The Technical Support Specialist plays a critical role in ensuring smooth IT operations by providing Level 1 and Level 2 application support, managing IT tickets, and overseeing JIRA monitoring. This role is essential in maintaining system reliability, enhancing user experience, and supporting business continuity through responsive and knowledgeable technical assistance.

What Business Outcomes the Role is Responsible for:

• Deliver Reliable IT Application Support: Ensure business applications are configured, integrated, and scaled to meet operational needs, including automation and system optimization.
• Enhance IT Operations and Customer Service: Provide timely and effective support to end-users for hardware, software, and systems issues, whether onsite or remote, while maintaining service level agreements.
• Promote Knowledge Sharing and Documentation: Maintain and contribute to a comprehensive knowledge base of FAQs, troubleshooting guides, and common issues to empower user self-service and reduce support load.

What we’re looking for in a Successful Candidate:

• Technical Expertise: Background in technical or application support, with hands-on experience in SQL and system troubleshooting.
• Client-Focused Problem Solver: Strong skills in customer handling, problem analysis, and resolution, with a proactive and service-oriented mindset.
• Adaptability and Agility: Ability to work extended hours, manage shifting priorities, and meet deadlines in a lean team environment.