Helpdesk Support Engineer

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.