Knowledge, Skills, and Experience Required

• Bachelor’s degree in Computer Science or a related technical field.
  
• Minimum of 3 years of experience in software or application support roles.
  
• Proven experience with relational databases.
  
• Proficient in software troubleshooting and technical support.
  
• Understanding of IT service management and familiarity with tools like ServiceNow or Jira.
  
• Familiarity with AWS, Azure, and monitoring tools.
  
• Adaptability to shift work and flexible schedules.
  
• Excellent communication and interpersonal skills.
  
• Strong analytical skills and a solution-oriented approach to challenges.
  

• Provide accurate and timely support for customer inquiries related to software usage and troubleshooting, responding within SLA during assigned shifts.
  
• Monitor software applications to ensure functionality, performance, and addressing issues promptly.
  
• Respond to malfunction alerts based on priority, ensuring adherence to SLA response times.
  
• Maintain and update a knowledge base with detailed steps for resolving common issues.
  
• Collaborate with development and quality assurance teams to report software malfunctions and help implement solutions within SLA.
  
• Generate and distribute weekly and monthly reports on system performance.
  
• Escalate unresolved technical issues to higher-level support teams and ensure they are resolved in a timely manner.
  
• Log all customer interactions and technical solutions accurately in the service management tool.
  
• Conduct customer meetings to understand issues and provide effective solutions.
  
• Regularly update and refine system documentation to assist both customers and internal teams during deployment and operation.
  
• Monitor transactions to ensure completion within agreed timeframes, escalating delays as necessary.
  
• Manage and optimize tools like AWS, MS Azure, Grafana, and PagerDuty.
  
• Set up and support internal users’ hardware and software needs.
  
• Ensure that all system components within the environment are covered by an antimalware solution.
  
• Conduct semi-annual reviews of all user and vendor accounts to ensure access aligns with job functions, address any inappropriate access, and obtain management approval.
  
• Ensure that daily incremental and weekly full backups, as well as periodic restoration of backup files to validate integrity and recovery capability, are carried out.
  
• Maintain a centralized and up-to-date asset inventory by documenting asset details, reviewing access controls, and conducting regular audits for accuracy and accountability.
  
• Regularly applying OS patches as per a defined schedule or emergency when vulnerabilities are disclosed.
  
• Participate in employee onboarding by training new junior hires on system usage, troubleshooting procedures, and support workflows.
  
• Mentor junior staff in software support practices.
  
• Engage in ongoing professional development to stay current with industry trends.
  
• Perform any other duties as required to support the business in response to evolving needs, changes, and growth.
  
• Performance Evaluation KPIs
  
• System uptime and reliability.
  
• Quick and effective incident resolution.
  
• High customer satisfaction.
  
• Successful management and improvement of change processes.
  
• Performance and professional growth.