Job Opportunity at 1Nebula

The main purpose of this position is to support the suite of products and projects in the Nebula group. The responsibility of theGraduateSoftware SupportEngineeris to maintain low issue resolution times and high customer service levels.

What You will do within this role (Your key responsibilities):

• Manage the L1 Service Desk Queue and be the first line of contact for client support
• Manage and resolve L1 & L2 Service Desk tickets across multiple projects
• Assist in prioritization and scheduling of the L2 Defect Backlog
• Reduce the number of L3 Escalations by effective L1 and L2 triage
• Perform and oversee documented daily checklists verification
• Build and maintain the Service Desk knowledge base
• Enhance Service Desk monitoring by identifying automation opportunities
• Report on monthly Service Desk operations
• Communicate re-occurring issues to the...