Smart Solution Support Engineer

Qualifications and Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Relevant experience in technical support, IT operations, or solution support, preferably within government environments or large-scale digital platforms.
• Hands-on experience in supporting enterprise applications, cloud services, and integrated platform solutions, with a focus on reliability and user satisfaction.
• Familiarity with network, software, and database troubleshooting, including the ability to diagnose and resolve technical issues across multiple systems and layers.
• Understanding of IT Service Management (ITSM) principles; knowledge of ITIL frameworks or equivalent best practices is considered an advantage.
• Strong customer-service orientation, analytical mindset, and collaborative approach to resolving technical and operational challenges.

Preferred Tools:

• Service Management Systems: Experience using ServiceNow, Jira Service Desk, or Zendesk for ticket management, issue tracking, and workflow automation.
• Analytics & Reporting: Familiarity with Power BI dashboards for visualizing performance metrics, incident trends, and service-level compliance.
• Technical Tools: Working knowledge of SQL / MySQL, application log analysis, and middleware platforms to support troubleshooting and data validation.