IT Support Specialist, Senior

General information
Country
Philippines
City
Manila
Job ID
38971
Department
Information Technology
Experience Level
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid
Description & Requirements
A Principal IT Support Specialist will provide Tier 0 to Tier 2 technical support assistance and troubleshooting, serve as a Subject Matter Expert for the assigned service, and lead engagement with other IT and internal customers. Technical support includes remote assessment and resolution of problems, proper routing and escalation of problems within the IT organization and, in general a contribution to the successful use of Information Technology Services within Infor.

What You Will Need

Required Skills:

Competent technical abilities in the concepts and principles in respective industry or discipline.
Solid experience in incident & request escalation management
Experience in leading regional operations, coordinating activities, and ensuring alignment with organizational objectives.
Strong project management skills, including the ability to plan, execute, and monitor projects a
Ownership of problem management processes, including identification, investigation, resolution, and prevention of recurring incidents to improve overall service reliability.
Proven ability to provide training and mentorship to team members, fostering their professional development and enhancing team capabilities.
Strong interpersonal skills, must be able to interact with personnel in multiple business roles across the globe.
Good English verbal and written communication skills.
Notable experience working for a global organization.

What Will Put You Ahead

Preferred Qualifications:

Associate or Bachelor's Degree in Information Technology, Computer Science, Computer Information Systems or a related field.
Knowledge in Cloud Computing
Knowledge in Programing
Certifications in any IT related fields
Project Management

A Day in The Life Typically Includes:

Requires coverage during standard operating hours as well an on-call support if needed.
Troubleshooting of IT Services incidents as requested thru the IT Ticketing Tool by internal employees and possible external users.
Analyze and test software, hardware and business applications functionalities and issues.
Analyze and repair of software, hardware and/or business applications incidents.
Provide quality answers and follow-up to customers in a timely manner.
Analyze root causes and research appropriate references (people/materials).
Use systems analysis techniques while working with customers to provide general or specific applications, systems or solutions to best meet business specifications and customer needs.
Deliver administrative duties such as reporting and tracking, event coordination, creating presentations, periodic research for project, procurement activities and invoicing.
Office-based providing remote support
Incident & Request Escalation
Subject Matter Expert to the assigned service
Lead engagement with other IT & internal customers
Regional Operations Lead
Project Management
Problem Management Ownership
Provide Training and Mentorship

About Infor

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
For more information visit www.infor.com

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.