L0 Technical Support Engineer

Job Requirements

Roles & Responsibilities

Service Delivery & Communication

• Customer Interaction: Respond to user inquiries, access problems, and issues with
  
  

Supply Chain (SCM) applications via email, phone, or ticketing tools.

• Relationship Management: Communicate daily with various customers to manage
  
  

relationships and ensure high satisfaction levels.

• Stakeholder Reporting: Prepare and communicate timely reports to Business
  
  

stakeholders regarding operational breaches and service status.

• Collaboration: Work closely with peer department personnel and specialists on tasks
  
  

outside immediate scope to ensure organizational alignment.

Technical Support & Troubleshooting

• Issue Resolution: Handle incoming queries and help requests from end-users,
  
  

performing initial problem assessment and detail gathering.

• Technical Diagnosis: Reproduce reported problems and attempt resolution through
  
  

available self-services

• Escalation: Identify repeated issues and raise them for permanent solve through next
  
  

levels.

• System Knowledge: Understand software applications used to track merchandise and
  
  

remain aware of all steps in the delivery process.

Operational Excellence

• Ticket Management: Maintain detailed records of user issues and support processes by
  
  

opening and managing help desk tickets.

• Documentation: Create, edit, and maintain department-wide Process Documents and
  
  

Standard Operating Procedures (SOPs).

• Operational Guidance: Guide operations teams regularly on operational breaches and
  
  

update procedural knowledge.

• Efficiency: Determine ways to improve product delivery and take action when delays
  
  

occur.

• Shift: 24/7 Rotational Shift (Mandatory requirement)
  
  

Qualifications & Skills

Category Requirement

Technical Skills

Good understanding of ITSM framework,

serviceNow, JIRA

Programming

Basic knowledge of programming languages to

follow code execution and debug.

Analytical

Strong problem-solving and analytical skills

with great attention to detail.

Communication

Fluent in English; developed written and verbal

communication skills.

Soft Skills

Independent, self-motivated, and highly

organized worker.

Work Experience

2-5Years