Responsible for troubleshooting and solving application support issues, providing technical assistance and support related to computer systems, or software to clients, end users, and the organization.
Requirements
- Troubleshooting and solving application support issues
- Providing technical assistance and support related to computer systems, or software
- Offering outstanding customer support and excellent communication in accordance with all application support procedures and policies
- Ensuring targets are achieved in accordance with key performance indicators
- Solving problems that do not have documentation
- Monitoring ticket status to meet the defined SLO/SLAs
- Performing root cause analysis
- Creating technical user guides
- Maintaining knowledge base up to date
- Providing guidance/training for end users
- Analyzing and identifying trends in issue reporting
- Collaborating cross functionally with development teams
- Mentoring support services team members
- Assisting management with designing, developing and scheduling system back-up and recovery procedures
Benefits
- Comprehensive benefits: medical, dental, and vision insurance, life and disability coverage, and paid vacation and holidays
- Leave and family support: parental leave and sick leave
- Learning and growth: access to training and development for continuous skill development
- Well-being resources: Employee Assistance Program, wellness program, and gym membership discounts
