The ITSM Support Engineer, Level 1, will be tasked with handling incoming requests to our department through various channels:
Via Jira Service Management:
Resolve requests based on priorities, escalate requests to the second line of support (to the component responsible administrator).
Via Slack:
Respond to messages in the general channel and direct messages. If a message implies some work to be done, send a link to the corresponding form on the ITSM portal, to assist with correctly submitting the request. If the message is about an existing ticket, check the SLA, inform about the timeline, or immediately resolve if the SLA is overdue.
Key Responsibilities
Granting access to any internal system.
Assisting with software or hardware setup.
Conducting diagnostics of software or hardware issues through TeamViewer, Zoom, Google Meet.
If the issue cannot be resolved independently, gather maximum information and escalate the task to the next level of support to the component responsible administrator.
Keep a record of work; at the end of the shift, fill in a report for the day: tasks resolved, difficulties encountered, and tasks that need to be monitored by the next colleague taking over the shift.
Skills, Knowledge & Expertise
Proficient in written and oral communication in English.
Ability to follow instructions precisely.
Ability to solve unknown problems.
Experienced user of Windows and macOS.
Experienced user of Jira Service Management.
Experienced user of Slack.
Experienced user of Google Workspace (Gmail, Docs, Calendar)
Experience as a system administrator will be a plus.
Experience in technical support is required.
Ability to navigate any internet service, understanding how to register or delete users.
Knowledge of webhook, JSON, REST API (as a plus).
The work schedule is 2 days on/2 days off, from 9 AM to 9 PM Dubai time.
