IC1 - IT SUPPORT ENGINEER

Job Family: Technology > Sub-family: IT Services 

Reports to (role): Field Services Lead

Objective of the Role 

As an IC1 - IT Support Engineer, you will be responsible for providing technical support for our IT infrastructure and applications. You will work closely with IT teams, business users, and vendors to ensure timely and effective resolution of technical issues. Your technical expertise will be instrumental in maintaining the stability and performance of our IT systems, supporting our business objectives. 

Main Responsibilities 

1. Manage JIRA platform for all internal support programs.
2. Configure JIRA to respond to business needs.
3. Implement JIRA settings and changes to respond to platform definitions.
4. Problem Management: Assist in identifying and resolving recurring problems to prevent future incidents. 
5. Knowledge Base Management: Maintain and update a comprehensive knowledge base of troubleshooting procedures and solutions. 
6. Service Level Agreement (SLA) Management: Adhere to SLAs for IT support services. 
7. Continuous Improvement: Identify opportunities for process improvement and implement best practices to enhance support services. 
8. Reporting: Assist in preparing and analyzing reports on support metrics and trends to identify areas for improvement. 
9. Collaboration: Work closely with IT and business teams to receive knowledge transfer and support new features and products. 
10. User Support: Provide technical support and training to end-users to ensure effective use of IT systems and applications. 
11. System Monitoring: Monitor IT system performance and health to proactively identify and address potential issues. 
12. Documentation: Create and maintain detailed documentation of support processes, procedures, and incident resolutions. 
13. Root Cause Analysis: Conduct root cause analysis for major incidents and implement corrective actions. 
14. Autonomous Work Culture: Actively create an autonomous work culture and collaborate in an agile and lean environment. 

Required Knowledge and Experience 

1. Bachelor's degree in computer science, Information Technology, or a related field. 
2. 1-2 years of experience in IT support or a related field. 
3. Basic knowledge of IT infrastructure and applications. 
4. Strong problem-solving and troubleshooting skills. 
5. Good communication and interpersonal skills. 
6. Ability to work under pressure. 
7. Certifications in IT Operations frameworks (ITIL, Cobit) are a plus. 
8. English Proficiency: Intermediate to advanced level. 

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