Apps Support Engineer

Responsibilities:

·         Applying strong verbal and written communication skills and solid technical knowledge of the product as stated in requirements below.

·         Use standard processes, implement existing diagnosis methods, solutions/workarounds to effectively deal with users and technical issues to achieve problem resolution and customer satisfaction.

·         Work within an agile development team to understand the following :- o Web application front-ends o Mobile app front-ends o Web application/API back-ends o Automation scripts

·         Responding to support tickets and resolving technical issues and replying to users when required.

·         Diagnosing and troubleshooting software related errors.

·         To provide Level 1 support in terms of :- o Act as the first point of contact for users facing issues with our IT products. o Communicate with ministry staff through email, web response and telephone when required. o Represent our Product and communicate with internal Users on technical related issues.

·         To provide Level 2 support in terms of debugging, development work at code level to patch bugs.

Requirements:

·         Good verbal and written communication skills are required.

·         Experience in modern web application technologies such as Node.js, React.js, Typescript.

·         Experience in the following would be advantageous: o AWS o MySQL

·         Experience with Confluence and JIRA for Issue logging and maintaining of knowledge base

·         A minimum of 2 years’ relevant working experience is preferred.

·         Preferred character/personality traits: o Keen to share knowledge with team mates