Technical Support

Key Responsibilities:

Responsibilities :

  • Develop and maintain processes and procedures; create documentation; deliver technical training and support to clients.
  • Ensure the ticketing and documentation process for all support incidents is adhered to.
  • Facilitate and synchronize the new release functionality (inclusive of testing).
  • Drive root cause analyses to improve operational performance.
  • Knowledge of computer hardware, software, local and wide area network systems.
  • Knowledge of client/server network protocols and Internet/Intranet applications.
  • Ability to diagnose server and network problems expeditiously.
  • Experience in IT Support (preferably second and third level support).
  • Experience in an IT Service Delivery environment.
  • Other duties as may be assigned.
  • For Technical Support Lead, these are the additional key responsibilities area of your role:
  • Provide leadership in the planning, design, implementation and maintenance of major projects and critical applications. (Lead)
  • Manage the day-to-day operations of a technical support team with an emphasis on client satisfaction, first contact resolution, and retention.
  • Monitor and consolidate project progress and prepare summary report to the management.
  • Record and track team SLAs and workflows.
  • Review all technical support related processes and documentation for continuous improvement.

Requirements:

  • Candidates must possess at least Bachelor’s Degree, Post Graduate Diploma, Professional Degree in Information Technology or a related field preferred.
  • Working experiences in IT Support & ticketing process involve defining support processes and procedures and in depth reporting and analysis of the reported technical issues, along with root cause analysis leading to recommended remedial action. 
  • Strong understanding of object-oriented design and methodologies.
  • Competency in the support of applications software and IT applications.
  • Excellent technical, diagnostic and troubleshooting skills.
  • Highly detail oriented, ability to prioritize work and to perform multiple tasks simultaneously while adhering to deadlines.
  • Ability to speak, write, and communicate effectively at all organizational levels.
  • Ability to perform well and grow under limited supervision.
  • Minimum 3 years working experience of programming and analysis experience in end user computing applications.
  • For Lead role, minimum 5 – 8 years in Technical Support role.

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