Software UAT Support

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Grosvenor Engineering Group - Job Description

Tech Support / UAT Support

Tech Support

• 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 checks, monitoring, and operational support tasks
• Communicate clearly with users, providing timely updates and resolution status
• Support onboarding/offboarding activities, access provisioning, and user setup
  
  

• Support UAT planning activities, including test approach, scope, and timelines aligned to release plans
• Assist in creating and maintaining UAT test cases, scenarios, and traceability to requirements/user stories
• Validate UAT readiness: environment availability, test data setup, access provisioning, and user onboarding