Provide first-level support to users.
Diagnose and resolve access issues, usability problems, and basic functionality errors.
Provide guidance and basic training on how to use the portal.
Log detailed records of incidents and resolutions in the Help Desk/Service Desk tool.
Escalate tickets to higher support levels when necessary and ensure proper follow-up.
Contribute to the knowledge base by creating articles and FAQs.

Bachelor's degree.
Experience in system support and maintenance.
Experience troubleshooting: Level 1 – Configuration, Level 2 – Performance, and Level 3 – Interoperability.
Experience implementing improvements in legacy applications/systems.
Familiarity with Agile methodologies (Scrum, Kanban, Squads, etc.).
Perform downloads, installation, configuration, tuning, and maintenance of tools and components used by deployed applications and systems.
Troubleshoot issues related to products, components, applications, developed systems, and post-deployment support.
Support infrastructure migration and setup for installation, configuration, parameterization, integration, and testing of developed systems.

Support Analyst

Key skills