รายละเอียดงาน Tier 1 Support:
- Act as the first point of contact for users reporting application issues.
- Log and categorize incoming tickets via helpdesk systems
- Provide basic troubleshooting, user guidance, and FAQs to resolve common issues.
- Escalate unresolved issues to Tier 2 support with detailed documentation.
Tier 2 Support:
- Investigate, diagnose, and resolve moderately complex application issues.
- Analyze logs, error messages, and system performance to identify root causes.
- Collaborate with development and infrastructure teams for advanced troubleshooting.
- Apply patches, updates, and configuration changes to resolve issues.