Key Responsibilities

Incident Management:

• Log, categorize, and prioritize incidents using the ITSM tool (e.g., ServiceNow, Jira).
• Analyse and resolve L2 incidents.
• Fulfill Service-Request.
• Perform initial diagnosis and resolve or escalate issues to L3 teams or similar.

Monitoring & Alerts:

• Respond to system alerts and take appropriate action.
• Setup monitoring for applications.

User Support:

• Provide support to end-users via email, phone, or ticketing system.
• Assist with user access, configuration issues, and basic troubleshooting

Documentation:

• Maintain knowledge base articles and support documentation.
• Document incident resolutions and known errors.

Collaboration:

• Work closely with L2/L3 support, development, and infrastructure teams.
• Participate in daily stand-ups or support meetings as needed.

• Basic understanding of application architecture and IT systems.
• Familiarity with databases (MongoDB), operating systems (Windows/Linux), and networking fundamentals.
• Experience with ticketing systems and monitoring tools.
• Strong communication and problem-solving skills.
• Ability to work in shifts or on-call rotation if required
• Business English.

Preferred Qualifications:

• Prior experience in IT support or helpdesk roles.
• ITIL Foundation certification is a plus OR PSM OR GIT
• Knowledge of scripting (e.g., PowerShell, Bash) is an advantage or Java/Javascript