Key Responsibilities
1. Technical Support & Incident Resolution
● Provide Level 1 and Level 2 support (Application Support)
● Diagnose and resolve incidents related to:
○ Application functionality
○ Database queries and data inconsistencies
○ System performance
○ Integrations (OEM systems, accounting, CRM, third-party interfaces) is added advantage
● Perform root cause analysis and document findings
● Escalate complex or critical issues to Level 3/Engineering with structured documentation
● Support system updates, configuration changes, and patch deployments
● Maintain accurate and complete ticket documentation in accordance with ITIL standards