▪Provide first and second-level support for applications, troubleshooting issues and ensuring timely resolution to enhance user experience.▪Collaborate with cross-functional teams, including software developers and quality assurance, to identify and implement software improvements based on user feedback.▪Monitor application performance, analyze root causes, and develop solutions to enhance system reliability and efficiency.▪Create and maintain documentation for troubleshooting processes, FAQs, and user guides to streamline support efforts.▪Conduct user training sessions and workshops to improve user understanding of application functionalities and best practices.▪Participate in software testing and quality assurance processes to validate new features and ensure adherence to performance standards.▪Act as a liaison between technical teams and end-users, translating technical jargon into understandable terms for non-technical stakeholders.

• Work with clients to understand/analyze requirements.• Setup VPN clients on end-user devices• Software installation/troubleshooting mostly in MS Office, Chrome, Adobe, and Remote Desktop setup.

• Resolving technical software and network issues within the PlanetSpark app.• Respond to requests for technical assistance via phone, chat, or email, and standard help desk procedures.• Work with both external vendors and internal stakeholders to maintain customer service levels.• Manage AD and local user accounts and their access control based on company policies.

• Troubleshoot the client software and basic network connectivity problems.• To learn how to manage and maintain the IT infrastructure System in SAP S/4HANA, C/4HANA.• Excellent working knowledge of end-users in the relevant software such as OS and Office suite.• Troubleshooting, testing, driver installs, and assisting in evaluating hardware and software upgrades.