Position: Manual QA Engineer
Category: QA
English level: upper
Years of experience: 0

Specialized knowledge:
	•	Knowledge of MS Windows 10
	•	Knowledge of MS Office
	•	Knowledge of ITSM systems (desirable)
	•	Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
My current job title is Abiliton Service/Help Desk Junior Engineer

DUTIES AND RESPONSIBILITIES
1.Track tickets submitted through one of the agreed communication channels and process them according to defined escalation/ticket handling workflows
2.Notify the appropriate stakeholders and teams about services failure or degradation
3.Register and track tickets from end-users in the defined ITSM system
4.Communicate with end users to gather all needed information and propose possible solutions
5.Ensure all requests are processed within agreed SLAs depending on project specific.
6.Manage tickets through their entire lifecycle from the first point of contact through to resolution, proactively keeping the end user informed of progress
7.Share knowledge with new and existing team members
8.Undertake additional tasks and responsibilities provided by Management
I also am a part of the team that supports Atlassian University and everything related to it, meaning I have expierience with Atlassian products and how to work with them. Additionaly  I’m a part of the dedicated team that supports Zendesk for MS Teams application which is developed and supported by our team.