Level 1/Level 2 Support Engineer – Desktop/SAAS Application

About the Role:

AIIT Solutions is seeking a proactive and detail-oriented Level 1 Support Engineer to join our end-user support team. This role focuses on providing first-level technical support for a desktop application, ensuring timely resolution of user issues, proper documentation, and accurate reporting. The ideal candidate must have strong communication skills and a passion for helping users solve problems efficiently.

Key Responsibilities:

• Provide first-line support to end users for issues related to the desktop application via chat, email, or phone.
  

• Identify, diagnose, and troubleshoot technical issues and escalate unresolved problems to Level 2/3 teams as needed.
  

• Record, track, and document support requests and solutions using a ticketing system.
  

• Guide users through step-by-step solutions in a clear and professional manner.
  

• Create and maintain end-user documentation, FAQs, and knowledge base articles.
  

• Prepare detailed reports on recurring issues, user feedback, and incident logs.
  

• Monitor and follow up on open tickets to ensure timely resolution.
  

• Collaborate with development and QA teams to communicate bugs and improvement suggestions.
  

• Assist in testing bug fixes and new features prior to release to users.
  

• Maintain a strong understanding of the desktop application, its features, and common use cases.
  

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
  
• Minimum 1-2 years of experience in application support or helpdesk roles.
  
• Strong understanding of end-user application support on Windows/Mac platforms.
  
• Excellent communication skills (verbal and written) to interact with non-technical users.
  
• Strong documentation and reporting skills using Excel, Google Sheets, or reporting tools.
  
• Experience with ticketing systems like Freshdesk, Zendesk, Jira Service Desk, or similar.
  
• Ability to understand technical concepts and explain them clearly to end users.
  
• Detail-oriented, patient, and highly organized.
  
• Ability to work independently and as part of a team.
  

Preferred Skills:

• Familiarity with desktop application logs and basic troubleshooting techniques.
  
• Knowledge of remote support tools (e.g., AnyDesk, TeamViewer).
  
• Exposure to SQL or basic database knowledge is a plus.
  
• Understanding of software development lifecycle and QA processes is a plus.
  

Benefits