Software Support Engineer (Level 1, English required)

Providing 1st level IT support Initial analysis of request/incident and resolution of simple or standard requests, replying to questions and recommending/implementing workarounds Logs incidents and service requests and maintains relevant records:Identifies and classifies incident types and service interruptions Records incidents cataloging them by symptom and resolution Work collaboratively with other IT personnel to resolve user issues Applies skills to resolve all technical trouble tickets at the service desk before referring to technical support Escalates complex problems to the L2/L3 of support as required by documented procedures Follow up ticket status and close ticket based on L2/L3 team confirmation Documentation and classification of the required information Coordination and assurance of resolution of all tickets Notification of system users on incidents, errors and operational events Ticket synchronization from and to customer ticket tools Maintenance of incident statistics Monthly reports