Job Description

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.

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.