Cloud & Application Support

Role Overview

. The Helpdesk Support Engineer will provide on-site technical support at the clients premises for a web-based applications and software.

. The role involves first-level troubleshooting, ticket management and documentation. User guidance on application and software add-ins while escalating complex issues to higher level support when required.

Key Responsibilities

. Provide on-site support to end-users, addressing technical queries and issues related to the company's web-based applications and software.

. Create and manage support tickets via JIRA, including acknowledging user requests (via email, Skype, Microsoft Teams or walk-in), assigning ticket numbers and ensuring timely follow-up.

. Guide and support agency helpdesk staff in the installation and configuration of Microsoft Word add-ins.

. Document troubleshooting steps and resolutions for recurring or new issues to build a knowledge base for continuous improvement.

Required Skills & Competencies

. 1-2 years of experience in IT support, cloud or application support roles.

. Exposure to cloud platforms like AWS, Azure or GCP.

. Understanding of 3 Tier architecture.

. Understanding of XML, XSLT etc.

. Familiarity with microservices architecture and containerized applications (Docker/Kubernetes is a plus).

. Experience with CI/CD pipelines and version control (Git, Visual SVN).

. Knowledge of React.js, Node.js and MongoDB or XML databases for application support and debugging.

. Strong understanding of end-user support, ticketing systems (JIRA), and patch management.

. Excellent problem-solving and communication skills for user interaction and documentation.

. Strong knowledge of end-user support for web-based applications and Microsoft Office add-ins.

. Good understanding of patch management for software.

. Effective communication skills for supporting users and guiding agency helpdesk teams.

. Strong documentation skills for creating troubleshooting and resolution guides.

. Ability to work independently on-site while collaborating with remote L3/L4 support teams.

Qualifications

. Diploma in Computer Science, Information Technology or related field.

. 2-4 years of relevant IT development experience.

. Experience with Microsoft Word add-ins and troubleshooting software integration.

. Knowledge of ITIL practices is an advantage.