Responsibilities:
● Applying strong verbal and written communication skills and solid technical
knowledge of the product as stated in requirements below.
● Use standard processes, implement existing diagnosis methods,
solutions/workarounds to effectively deal with users and technical issues to achieve problem resolution and customer satisfaction.
● Work within an agile development team to understand the following :-
o Web application front-ends
o Mobile app front-ends
o Web application/API back-ends
o Automation scripts
● Responding to support tickets and resolving technical issues and replying to users when required.
● Diagnosing and troubleshooting software related errors.
● To provide Level 1 support in terms of :-
o Act as the first point of contact for users facing issues with our IT products.
o Communicate with ministry staff through email, web response and telephone when required.
o Represent our Product and communicate with internal Users on technical
related issues.
● To provide Level 2 support in terms of debugging, development work at code level to patch bugs.
Requirements:
● Good verbal and written communication skills are required.
● Experience in modern web application technologies such as Node.js, React.js, Typescript.
● Experience in the following would be advantageous:
o AWS
o MySQL
● Experience with Confluence and JIRA for Issue logging and maintaining of
knowledge base
● A minimum of 2 years’ relevant working experience is preferred.
● Preferred character/personality traits:
o Keen to share knowledge with team mates
o Self-driven and independent
