About the Role
Job Description:
- Acknowledge and respond to incidents within SLA timelines
- Receive, log, and classify incidents based on Impact, Severity, and Priority (P1–P5)
- Perform initial diagnosis of application issues including DIFY agent availability, workflow execution, AI chatbot responses, execution logs, and SharePoint document ingestion
- Escalate incidents to L2 within defined OLA timelines with complete details
- Provide regular status updates based on incident priority
- Follow approved support procedures, runbooks, and escalation processes
- Maintain and update knowledge base articles and troubleshooting guides
Requirements
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field
- 1–3 years of experience in Application Support, Service Desk, or Enterprise IT Support
- Understanding of ...
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