Responsibilities:
- Provide first-line and second-line technical support for IT products, resolving issues promptly to minimize business disruption.
- Troubleshoot and resolve software bugs, system errors, and performance problems for internal users or customers.
- Handle L2 support for multiple applications independently and collaboratively with the team.
- Analyze issues, propose workarounds to maintain business continuity, and take swift action on critical problems.
- Communicate with users to prioritize tickets and enhancements for application releases.
- Prepare and deliver weekly and monthly incident reports to management.
- Liaise with the development team for issue escalation and ensure permanent fixes are implemented.
- Test new features and functionalities in applications before deployment.
- Collaborate closely with story owners, business analysts, application architects, and deployment teams to support business needs.
- Provide end-user training and develop supporting documentation.
- Build effective working relationships within the wider IT community and with internal customers.
- Adopt and promote Agile methodologies and practices within the team.
Required Experience and Skills:
Personal Skills:
- Strong English communication and interpersonal skills, able to work effectively in an international environment.
- Minimum 3 years experience as an L2 support engineer.
- Self-motivated, driven, and keen to achieve professional success in a client-focused environment.
- Eagerness to learn new technologies, processes, and functional areas.
Technical Skills:
- Experience with MS SQL programming preferred.
- Proficient in Visual Studio environments such as VS2017, VS2019, or VS Code.
- Familiarity with source code management tools like TFS (Azure DevOps) and ServiceNow.
- Knowledge of ASP.NET, ASP.NET Core, or C# is an advantage.
- Basic understanding of HTML, JSON, and front-end MVC frameworks is a plus.
