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.