IT Support Technician – Application Support

About the role

The IT Support Technician provides first‑line and advanced technical assistance for the client’s digital platforms, including website, mobile app, and digital justice services. You will ensure smooth operation, timely issue resolution, and a high‑quality user experience while collaborating with internal teams and external vendors.

Key responsibilities

• Deliver first‑line technical support to external and internal users via the Service Desk platform, handling account access, navigation, system errors, payment and authentication issues.
• Log, troubleshoot, and resolve incidents related to digital systems, applications, databases, and user interfaces, adhering to Service Level Agreements.
• Monitor system performance and availability, reporting critical incidents or outages to senior support teams.
• Conduct user training sessions, create user manuals, quick guides, FAQs, and provide step‑by‑step assistance for digital transactions.
• Collect user feedback, identify recurring issues, and participate in User Acceptance Testing (UAT) to validate new features.
• Escalate complex cases to Level 2/Level 3 support and coordinate with vendors and implementation partners for issue resolution.
• Maintain detailed documentation of support activities, incidents, and resolutions.

Required profile

• Experience providing first‑line technical support to external and internal customers.
• Strong professional communication skills and a focus on customer satisfaction.
• Ability to work within defined Service Level Agreements and follow standard incident documentation procedures.
• Familiarity with Service Desk platforms and incident logging processes.

Required skills