Cloud & Application Support

Role Overview

· The Helpdesk Support Engineer will provide on-sitetechnical support at the clients premises for a web-based applications andsoftware.

· The role involves first-level troubleshooting, ticketmanagement and documentation. User guidance on application and software add-inswhile escalating complex issues to higher level support when required.

Key Responsibilities

· Provide on-site support to end-users, addressingtechnical queries and issues related to the company's web-based applicationsand software.

· Create and manage support tickets via JIRA, includingacknowledging user requests (via email, Skype, Microsoft Teams or walk-in),assigning ticket numbers and ensuring timely follow-up.

· Guide and support agency helpdesk staff in theinstallation and configuration of Microsoft Word add-ins.

· Document troubleshooting steps and resolutions forrecurring or new issues to build a knowledge base for continuous improvement.

Required Skills & Competencies

· 1–2 years of experience in IT support, cloud orapplication support roles.

· Exposure to cloud platforms like AWS, Azure or GCP.

· Understanding of 3 Tier architecture.

· Understanding of XML, XSLT etc.

· Familiarity with microservices architecture andcontainerized applications (Docker/Kubernetes is a plus).

· Experience with CI/CD pipelines and version control(Git, Visual SVN).

· Knowledge of React.js, Node.js and MongoDB or XMLdatabases for application support and debugging.

· Strong understanding of end-user support, ticketingsystems (JIRA), and patch management.

· Excellent problem-solving and communication skills foruser interaction and documentation.

· Strong knowledge of end-user support for web-basedapplications and Microsoft Office add-ins.

· Good understanding of patch management for software.

· Effective communication skills for supporting users andguiding agency helpdesk teams.

· Strong documentation skills for creatingtroubleshooting and resolution guides.

· Ability to work independently on-site whilecollaborating with remote L3/L4 support teams.

Qualifications

· Diploma in Computer Science, Information Technology orrelated field.

· 2–4 years of relevant IT development experience.

· Experience with Microsoft Word add-ins andtroubleshooting software integration.

· Knowledge of ITIL practices is an advantage.