RESPONSIBILITIES:
Ticket Management:
Monitor and manage incoming service desk tickets in Jira.
Categorize, prioritize, and resolve tickets based on SLA.
Update tickets with accurate troubleshooting steps, resolutions, and status changes.
Technical Investigation & Support:
Execute SQL/database queries to support troubleshooting and data validation.
Provide first-level and intermediate support for ERP-related issues.
Collaborate with users to gather clear issue descriptions and context.
Bug Reporting & Escalation:
Identify potential system defects and escalate to development teams with clearly
documented bug reports.
Track progress of escalated issues and keep stakeholders informed.
Documentation:
Maintain accurate records of known issues, resolutions, and standard operating procedures.
Contribute to the internal knowledge base and support documentation.
Stakeholder Communication:
Provide regular updates to requesters and teams on issue status.
Coordinate with developers, QA, and infrastructure teams for resolution of complex issues.
QUALIFICATIONS:
Bachelor’s degree in Information Technology, Computer Science, or related field.
2+ years in a technical support, service desk, or application support role.
Proficient in Jira (or other ticketing systems).
Working knowledge of relational databases and SQL for troubleshooting.
Familiarity with ERP systems (e.g., Odoo, SAP, Dynamics) is a strong advantage.
Strong problem-solving, documentation, and communication skills.
Ability to prioritize and handle multiple tasks in a high-pressure environment