Junior Application Support

Universities of Canada i...

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.

• Microsoft 365 package: Proficiency with Microsoft 365 software (Power App Power Automate Forms Lists etc...)
• Education Software: Preferred to have knowledge of the education sector software like (Moodle D2l InfoCampus etc..).
• Database & Reports: Ability to execute basic SQL commands (e.g., SELECT statements) for data retrieval and verification under supervision and create SSRS or Power BI reports.
• Website: knowledge of WordPress CSS and able to support building or editing the Universities websites.
• Scripting Languages: Basic knowledge of HTML PHP ASP.net APIs etc...
• Soft Skills: High level of patience, and clarity in communicating with users.