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Primary Purpose of Position_
This role will be responsible for 2nd level support for the company's enterprise applications. The role is also responsible for the day-to-day effective support, installation, configuration, management, and administration based on IT Service catalogue support under AOS
The candidate is also expected to assist migrations, upgrade, transition and building service catalogue as needed.
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Key Responsibilities_
_Under the supervision of the Team Lead - AOS, the following are expected from this role:_
- Assisting with 2nd level support for any AOS related queries
Escalation point for Sharepoint, EBS, CADD-related issues raised through Organization HelpDesk.- Integrates with Helpdesk and provides application support services for organization through either telephony, email, messaging, Teams screen sharing, or TeamViewer support.
Identify, troubleshoot, and resolve application-related problems encountered by end users.
- Responsible in day-to-day monitoring and support for enterprise applications based on Service catalogue.
Working within the service delivery team and be rostered on shift support which include on-call support, holiday shift.- Creation and updating of operational documentation, policies and procedures based on IT Service Delivery Catalogue.
Participate in enterprise deployment, patch management upgrades, and maintenance per target schedule deployment
- Assist in training/knowledge transfer, transition, and system management handover of applications.
Participate in mentoring and coaching for Associate Technical Specialists and as needed.- Work with QA team for calibration.
Keep abreast of best practice standards and changes in Information Technology.
- Other duties and responsibilities on ad-hoc basis.
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Key Qualifications, Knowledge, Skills and Experience_
- A Bachelor's/College Degree in a related field.
5-8 years of related experience in a technical support environment.- Knowledgeable in Windows technology (Desktop Win7, Win8, Win10), Enterprise Applications (ERP), (Server 2008, 2012, 2016), Active Directory exposure a plus.
Strong Documentation and record keeping skills.
- Basic knowledge of scripting languages to automate tasks (Powershell, VBscript and Batch file).
Can read and understand SQL CRUD (create, read, update, delete) operations.- Basic understanding of HTML/CSS and other languages used in development.
Basic understanding of IT Service Management process (ITIL, ISO 20000-1)
- Ability to work autonomously and within a team environment.
Ability to prioritize tasks within a multi-tasking environment.- Excellent and proven communication skills, both written and verbal to enable a high level of satisfaction with both technical and non-technical personnel.
Ability to apply analytical skill and conceptual thinking to operations and systems planning across a range of technologies.
- Willing to work on shifting schedule.
Willing to undergo knowledge transfer sessions and training on various enterprise applications used by Surbana Jurong.- MCP, ITIL and / or related technical certifications is a plus.
Job Types: Full-time, Permanent
Pay: Php60,- 00 - Php80,000.00 per month
Experience:
application support: 1 year (Preferred)
