Job Description

Job Description
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
Qualifications
Minimum 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 web-based applications and workflow-driven systems
Familiarity with RESTful APIs, SaaS platforms, and docume...

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