Responsibilities: 1. Provide first-level support for software applications via phone, email and chat. 2. Troubleshoot and resolve basic technical issues. 3. Document and track support incidents using ticketing systems (e.g., JIRA, ServiceNow). 4. Escalate complex issues to L2/L3 support teams. 5. Perform basic system maintenance and updates. 6. Collaborate with internal teams to resolve technical issues. 7. Develop and maintain technical knowledge of supported applications. 8. Follow established support processes and procedures. 9. Provide timely and professional communication to customers/end-users. 10. Participate in training and knowledge-sharing activities. Requirements: 1. 5years of experience in technical support or related field. 2. Basic technical knowledge of software applications and systems. 3. Excellent communication, interpersonal and problem-solving skills. 4. Strong customer service skills. 5. Ability to work in a fast-paced, dynamic environment. 6. Familiarity with ticketing systems (e.g., JIRA, ServiceNow). 7. Basic understanding of ITIL framework. 8. High school diploma or equivalent required; Bachelor's degree preferred. Nice to Have 1. Experience with cloud-based applications. 2. Knowledge of scripting languages (e.g., PowerShell, Bash). 3. Familiarity with IT service management frameworks. 4. Certification in ITIL Foundation or technical support. 5. Experience with agile development methodologies.