for utility software applications. The role involves incident management, customer support, application administration, and collaboration with global support teams while ensuring SLA compliance and high customer satisfaction.
Key Responsibilities
Handle customer incidents and service requests within SLA timelines
Diagnose, troubleshoot, and resolve application issues (Tier 1 & Tier 2)
Perform first-line support activities (user creation, access rights, password resets)
Monitor application performance and support technical operations
Escalate complex issues to higher support tiers when required
Maintain accurate ticket documentation and resolution notes in English
Create and update knowledge base and problem management records
Coordinate with internal teams and global support locations
Administer application users, roles, and security settings
Apply patches, updates, and configuration changes
Identify and report security risks and support improvement initiatives
Act as the primary point of contact between customers and internal teams
Requirements & Qualifications
Bachelor's degree in Computer Science, Engineering, or related field
Experience in Tier 1 & Tier 2 application/software support
Knowledge of utility software applications
Familiarity with ITIL processes (Incident, Problem, Change, Knowledge Management)
Hands-on experience with ticketing tools (ServiceNow, Maximo, Remedy, or similar)
Strong troubleshooting and analytical skills
Excellent verbal and written communication skills in English
French language skills are an added advantage
Customer-focused mindset with strong attention to detail
Ability to work independently and in a team environment