M06 - Operation Support Engineer

Job Overview

We are seeking an Operations Support Engineer (L1) to provide reliable and efficient application and system support to internal users and stakeholders.

The successful candidate will be responsible for handling support requests, troubleshooting technical issues, managing incidents, and ensuring timely resolution in accordance with service level agreements

The role involves working closely with service managers, engineers, product managers, designers, and external vendors to maintain smooth IT operations and continuously improve support processes.

Key Responsibilities

• Serve as the first point of contact for stakeholders, handling support requests through phone calls, emails, and ticketing systems.
• Provide Level 1 application and system support, including issue analysis, troubleshooting, and resolution.
• Log, track, manage, and resolve support tickets in accordance with established SLAs.
• Escalate complex technical issues to the appropriate support teams and follow up to ensure timely resolution.
• Collaborate with internal teams and external vendors to analyse issues, test solutions, and recommend system improvements.
• Perform functional testing before deploying system changes to production environments.
• Prepare and communicate system updates, service changes, and scheduled maintenance notifications to users.
• Utilise AI-powered tools to automate routine support tasks, including ticket categorisation, routing, and status updates.
• Maintain accurate support documentation, knowledge bases, and incident records.
• Identify opportunities to improve support processes, workflows, and overall service quality.

Job Requirements

• Diploma or Bachelor's Degree in Information Technology, Computer Science, or a related discipline, or equivalent work experience.
• Prior experience in application support, IT operations, or a similar technical support environment.
• Proficiency in Microsoft Office applications, including Outlook, Word, PowerPoint, and Excel.
• Working knowledge of Microsoft Dynamics will be an added advantage.
• Basic understanding of ITIL frameworks, incident management, and IT service management principles.
• Familiarity with AI-powered tools, chatbots, and AI-assisted knowledge bases for troubleshooting and issue resolution.
• Ability to use Generative AI tools such as ChatGPT or Microsoft Copilot for drafting communications, summarising tickets, and preparing support documentation.
• Good troubleshooting, analytical, and problem-solving skills.
• Strong written and verbal communication skills, with the ability to interact effectively with technical and non-technical stakeholders.
• Service-oriented mindset with a strong sense of ownership and accountability.
• Proactive, resourceful, and self-motivated, with the ability to manage multiple tasks in a fast-paced environment.