L1 Support Engineer – Application - #1171925

Key Responsibilities

• Serve as a first point of contact for stakeholders, handling inbound calls, emails, and ticketing system requests professionally and efficiently, ensuring queries and issues are accurately logged and addressed
• Provide direct application and system support, including issue analysis, troubleshooting, and resolution via various channels (e.g., phone, email, ticketing system), ensuring timely assignment and resolution in accordance with service level agreements (SLAs)
• Monitor and manage support tickets, escalating issues to the appropriate teams where necessary and following up to ensure closure
• Collaborate with internal teams and external vendors to analyse, test, and suggest enhancements to existing systems and processes
• Perform functional testing before deploying changes to production environments
• Assist in preparing communications to users regarding system updates, service changes, and scheduled disruptions
• Leverage AI-powered tools to streamline routine support tasks such as ticket categorisation, routing, and status updates, and contribute to the team's continuous improvement efforts
• Contribute to the continuous improvement of support processes, workflows, and documentation quality

To be successful in this role, you should have:

• A Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience)
• Prior experience in application support or IT operations in a technology-related environment
• Proficiency in MS Office tools, especially Outlook, Word, PowerPoint, and Excel
• Working knowledge of Microsoft Dynamics will be a strong advantage
• Basic familiarity with the ITIL framework and service management principles
• Familiarity with using AI-powered tools to assist in troubleshooting and issue resolution, such as leveraging chatbots or AI-assisted knowledge bases to identify solutions more efficiently
• Ability to use Generative AI tools (e.g., ChatGPT, Microsoft Copilot) to draft communications, summarise tickets, and generate support documentation
• A hands-on, service-oriented mindset with a willingness to take ownership of support issues through to resolution
• Strong interpersonal and communication skills (written and verbal), with the ability to engage stakeholders across technical and non-technical domains, including over the phone
• A proactive, resourceful, and self-motivated approach, with the ability to manage multiple tasks in a fast-paced environment