Job Summary

We are looking for a highly motivated and analytical Jira Administrator that can work in a fast-paced environment. You will be responsible for managing the internal Level 1 Technical Support requests of JWay's client and assign tickets accordingly to approvers and next-level steps which includes configuration, analysis, and review of requests in our client's JIRA Service Management. The extent of your responsibilities may include providing support to JWay's technical support issues as needed.

Responsibilities:

• Providing Level 1 Technical Support for Client's Service Desk:

  • Triage all requests and assign/endorse to appropriate approvers and next steps

  • Queue Management

• Direct support for client employees requests

• Responding to client employee technical support concerns through service desk application.

• Interface with JWay development for any issue and/or task outside the scope of the L1 Technical Support Engineer.

• Support problem identification and resolution.

• Work with other teams and the product owner in ensuring that requests/incidents are coordinated and managed properly.

Qualifications:

• Bachelor's Degree graduate of Information Technology or equivalent or with at least 3-5 years of related experience.

• Good verbal and written communication skills in English.

• Keen attention to detail.

• Highly organized and analytical and can work with minimal supervision.

• Can categorize and record reported queries and provide support and solutions.

• Fast decision-maker and critical thinker.

• Can handle escalating advanced IT support cases.

• Experience with different ticketing tools or service desk applications such as Jira Service Management, SNOW, Zendesk, Zoho, SysAid, Live Agent, etc.

• In-depth knowledge of tempo for JIRA.

• Has a fast internet connection and working laptop/device at home.