provides technical assistance and troubleshooting for software applications directly to users at a physical location
Troubleshooting and Issue Resolution:
Diagnosing and resolving application-related problems, often escalated from Level 1 support, ensuring minimal downtime and optimal application performance.
User Support and Training:
Providing guidance on software features, functionality, and best practices to end-users, including training and onboarding.
Collaboration and Communication:
Working closely with development teams, other support teams, and stakeholders to identify and resolve application issues, share knowledge, and improve application usability.
Documentation and Knowledge Management:
Creating and maintaining documentation for support processes, troubleshooting steps, and user guides, contributing to a knowledge base for future reference.
System Monitoring and Maintenance:
Monitoring application performance, identifying potential issues, and implementing solutions to ensure system stability and availability.
Proactive Problem Solving:
Analyzing application logs and usage patterns to identify and address potential issues before they impact users.
Software Updates and Releases:
Assisting with the deployment of software updates, patches, and new releases, ensuring a smooth transition for users.
Customer Relationship Management:
Building and maintaining positive relationships with users by providing excellent support and addressing their concerns.
Technical Skills:
Strong understanding of application support processes and best practices
.
Proficiency in relevant operating systems, databases, and software
.
Experience with troubleshooting and resolving application and system issues
.
Knowledge of ITIL processes and best practices
.
Excellent communication and interpersonal skills
.
Problem-solving and analytical skills
.
Examples of Specific Tasks:
Troubleshooting application errors by analyzing logs and system data.
Guiding users through new software features and functionalities.
Working with development teams to resolve bugs and improve application performance.
Monitoring application performance metrics to identify potential issues.
Creating and maintaining documentation for support processes and procedures.
Job Types: Full-time, Permanent
Pay: ?15,000.00 - ?25,000.00 per month
Benefits:
Health insurance
Provident Fund
Work Location: In person