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    Role Overview • The Helpdesk Support Engineer will provide on-site technical support at the clients premises for a web-based applications and software.• The role involves first-level troubleshooting, ticket management and documentation. User guidance on application and software add-ins while escalating complex issues to higher level support when...

Cloud & Application Support

2 weeks ago

Singapore XEDGE CONSULTANCY PTE. LTD. Full time

Role Overview

• The Helpdesk Support Engineer will provide on-site technical support at the clients premises for a web-based applications and software.

• The role involves first-level troubleshooting, ticket management and documentation. User guidance on application and software add-ins while escalating complex issues to higher level support when required.
Key Responsibilities

• Provide on-site support to end-users, addressing technical queries and issues related to the company's web-based applications and software.

• Create and manage support tickets via JIRA, including acknowledging user requests (via email, Skype, Microsoft Teams or walk-in), assigning ticket numbers and ensuring timely follow-up.

• Guide and support agency helpdesk staff in the installation and configuration of Microsoft Word add-ins.

• Document troubleshooting steps and resolutions for recurring or new issues to build a knowledge base for continuous improvement.
Required Skills & Competencies

• 1-2 years of experience in IT support, cloud or application support roles.

• Exposure to cloud platforms like AWS, Azure or GCP.

• Understanding of 3 Tier architecture.

• Understanding of XML, XSLT etc.

• Familiarity with microservices architecture and containerized applications (Docker/Kubernetes is a plus).

• Experience with CI/CD pipelines and version control (Git, Visual SVN).

• Knowledge of , and MongoDB or XML databases for application support and debugging.

• Strong understanding of end-user support, ticketing systems (JIRA), and patch management.

• Excellent problem-solving and communication skills for user interaction and documentation.

• Strong knowledge of end-user support for web-based applications and Microsoft Office add-ins.

• Good understanding of patch management for software.

• Effective communication skills for supporting users and guiding agency helpdesk teams.

• Strong documentation skills for creating troubleshooting and resolution guides.

• Ability to work independently on-site while collaborating with remote L3/L4 support teams.
Qualifications

• Diploma in Computer Science, Information Technology or related field.

• 2-4 years of relevant IT development experience.

• Experience with Microsoft Word add-ins and troubleshooting software integration.

• Knowledge of ITIL practices is an advantage.