Role Duties and Responsibilities

• Support onboarding of users into applications, including account creation, permissions management, and initial troubleshooting.
• Provide first-line helpdesk support by email, phone, and ticketing systems, escalating issues to product or development teams when required.
• Review and assist in maintaining user documentation for applications, ensuring clarity and accuracy.
• Identify, document, and escalate bugs or recurring issues to the respective product teams.
• Maintain knowledge entries in Information & Knowledge Management (IKM) tools, ensuring lessons learned and troubleshooting procedures are recorded and accessible.
• Monitor application performance and availability using existing tools, escalating incidents as necessary.
• Identify potential improvements to applications and provide user feedback to product and development teams.
• Deliver short training sessions, user guides, and onboarding material to support end users.
• Maintain an awareness of cybersecurity best practices and assist in preventing unauthorized access or data loss incidents.
• Perform additional tasks as required by the COTR related to application support.

 Essential Skills and Experience

• Two years of vocational training in IT, computer-related sciences, or related disciplines.
• A minimum of 3 years (within the last 6) providing helpdesk or end-user support, including account creation, troubleshooting, and user onboarding.
• Experience with helpdesk tracking/ticketing software (e.g., Jira, GitLab, ServiceNow, Remedy).
• Familiarity with Agile/DevSecOps practices and collaboration tools (e.g., Jira, Confluence, GitLab).
• Experience documenting solutions, FAQs, troubleshooting guides, and maintaining knowledge management entries (e.g., Confluence, IKM tools).
• Knowledge of data security principles and best practices relevant to end-user support.
• Experience with application monitoring and incident management (e.g., Nagios, Prometheus, Splunk, Grafana).
• Strong communication skills, with experience training or onboarding users and producing user-friendly documentation.
• Proven ability to work collaboratively in cross-functional and interdisciplinary teams (support, development, product).
• Proficiency in the use of the Microsoft Office tool suite and collaborative software.

 Education

• xx

 Language Proficiency

• Advanced Proficiency in English

 Working Location

• Remote

Working Policy

• Off-site

Contract Duration

• January 2026 – December 2030

Security Clearance

• No Security Clearance required

We never know what new opportunities might be just over the horizon. If this opportunity isn’t for you please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.