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 , 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.