Senior IT Support (Software)

Client Support & Communication

● Respond promptly to client enquiries via phone, email, and ticketing systems.
● Handle frustrated or urgent clients calmly and professionally.
● Acknowledge issues clearly, set expectations, and provide regular updates.
● Take full ownership of assigned tickets until resolution.

Troubleshooting & Issue Resolution

● Perform first-level troubleshooting by:
● Reviewing documentation.
● Checking logs and system behaviour.
● Referring to past cases and known issues.

● Escalate issues only after sufficient investigation, providing clear findings and context.
● Support SMS-related systems by:
● Monitoring SMS servers.
● Investigating and resolving SMS delivery or system issues.
● Performing basic system and application checks.

Ticket & SLA Management

● Manage multiple tickets simultaneously.
● Prioritise issues based on urgency, business impact, and SLA requirements.
● Ensure accurate and complete documentation for every case.
● Follow up proactively to ensure issues are resolved and closed properly.

Testing & Deployment Support

● Assist in client-side testing and deployment of new releases.
● Participate in System Testing (ST) and User Acceptance Testing (UAT) when required.
● Report defects clearly, including reproduction steps, supporting evidence, and expected behaviour.

Knowledge & Process Improvement

● Document solutions and recurring issues to improve team efficiency and knowledge sharing.
● Suggest improvements that help reduce recurring support issues.
● Continuously learn product behaviour, system functionality, and common failure patterns.

Team & Work Commitment

● Work fully office-based.
● Be prepared for:
● Occasional late working hours.
● Weekend standby support on a rotational basis.
● Support team members when required, including providing coverage during leave periods.

Job Requirements

● College or University degree in Computer Science or a related discipline.
● Comfortable communicating with clients verbally, including handling phone calls.
● Willingness to investigate and solve issues independently using available documentation and resources.
● Ability to remain calm under pressure and handle customer complaints professionally.
● Strong sense of ownership and accountability for assigned tickets and issues.
● Ability to multitask and prioritise effectively under SLA-driven environments.
● Resilient mindset and ability to perform effectively during high-pressure situations.
● Basic understanding of:
● Databases (MySQL, basic queries, joins).
● Web applications and client-server concepts.

● Exposure to any programming language (e.g., PHP, C#, Java, etc.).
● Exposure to Microsoft .NET development using C#.
● Knowledge of client/server application development, databases, and Microsoft Office products.
● Strong analytical and problem-solving skills.