1. Incident Triage and First-Line Resolution

• Initial Point of Contact: Serve as the frontline support for end-users via phone, email, or chat, logging all incidents and service requests accurately in the ticketing system.
• Troubleshooting: Resolve simple, well-documented, or common user issues immediately, such as basic connection errors, password resets, access problems, and simple data queries.
• Triage and Classification: Accurately categorize and prioritize incoming tickets based on severity and impact, ensuring that critical issues are flagged quickly.
• Documentation and Logging: Maintain clear, concise, and detailed records of all user interactions, troubleshooting steps taken, and resolution paths within the ticket history.
• Follow-Up: Ensure timely follow-up with users to confirm issue resolution and client satisfaction before closing tickets.

2. Escalation and Collaboration

• Escalation to Senior: Promptly and clearly escalate complex or technical issues (those requiring deep system access or code knowledge) to the Senior Application Support teams, providing a thorough summary of initial troubleshooting steps taken.
• Knowledge Base Contribution: Utilize and contribute to the internal knowledge base by identifying gaps and drafting new articles or simple troubleshooting guides under supervision.
• Team Communication: Actively communicate status updates on shared or outstanding issues during shift handovers or team meetings.

3. System Monitoring and Learning

• Basic System Monitoring: Assist senior team members by routinely monitoring basic system health dashboards and application performance indicators, alerting L2/L3 teams to any anomalies.
• Routine Checks: Perform scheduled daily health checks and verification procedures on critical system interfaces and batch jobs.
• Skill Development: Commit to continuous learning about the applications, system architecture, and common application support frameworks.
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