IT Support Engineer

We are looking for a proactive and detail-oriented IT Support Engineer (Administrator) to provide day-to-day technical support for a Business AI-driven application. The ideal candidate will have hands-on experience delivering L1 and L2 support, managing tickets effectively, and ensuring timely resolution of issues for end-users.This role requires excellent English communication skills, strong problem-solving abilities, and the capacity to learn new products and technologies quickly. You will play a key role in maintaining smooth IT operations and ensuring a positive support experience for internal and external users.Key Responsibilities:Provide L1 and L2 technical support for a Business AI-driven application.Manage, troubleshoot, and resolve tickets in IT service management platforms (ideally Zendesk or similar).Diagnose application issues, provide user support, and escalate complex problems when necessary.Document solutions, contribute to knowledge base articles, and improve support processes.Monitor system performance and proactively identify and address potential issues.Collaborate with IT and product teams to resolve recurring problems and improve service reliability.Continuously learn new products, applications, and technologies relevant to the role.Deliver clear, professional, and effective communication in English with end-users and stakeholders.