Software UAT Support

Overview

Grosvenor Engineering Group - Tech Support / UAT Support

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Tech Support Responsibilities

• Provide first and second line technical support for IT systems, applications, and end user environments
• Log, track, and manage incidents and service requests using ITSM tools (e.g., ServiceNow, Jira Service Management, Zendesk)
• Diagnose and resolve hardware, software, application, and access related issues
• Escalate complex or unresolved issues to Level 3 or specialist teams as per escalation procedures
• Ensure compliance with SLAs, KPIs, and service quality standards
• Maintain accurate documentation, knowledge base articles, and runbooks
• Perform routine system c...