Application Support Specialist l Home Based | Full-time

Application Support Specialist l Home Based | Full-time

Remote Staff Inc
5-15 years
40000 - 55000 PHP

Job Description

The client's business is an Australian based company headquartered in Melbourne, Australia and incorporated in Bangalore, India. The business was launched in 2009 as an Oracle Systems Integrator Partner to provide implementation services to corporate clients across Australia, New Zealand and Asia. As part of their expansion plan, they have established a new team in offshore to assist with delivering cloud solutions to our clients.
Work Status: Full-time; 40 hours per week
Work Schedule: 07:00 AM - 04:00 PM Asia/Manila

As a Senior Application Support Analyst, you will be working closely with the Delivery Manager, the rest of the off-shore team and on-site consulting team. As a valuable contributor, you will be required to assist with supporting, coordinating, monitoring and improving their support and managed services. APPLY NOW!
Requirements:

  • 3-5 years of professional IT experience with at least 2 years providing application support for cloud services.
  • Good general technical background and an understanding of IT operations, practices and procedures
  • Foundational knowledge on the following:
- Amazon Web Services (AWS)
- SQL
- SaaS
- .Net programming
- Java programming
  • Ideally, the candidate will possess at least 1 Help Desk related certification obtained not more than three (3) years ago such as CompTIA A+, HDI Customer Service Representative (HDI-CSR) credential, HDI Technical Support Professional (HDI-TSP) credential, HDI Support Center Analyst (HDI-SCA) credential, ITIL Foundation (ITIL), or similar certification.
  • Must have very good communication skills in English - speaking, listening and writing skills.
  • Should be an analytical thinker and ability to pay attention to details.
  • Should have a customer first attitude and be delighted to provide excellent support
  • Should enjoy working as a member of a larger team with constant collaboration and communications with others.
  • Strong at self-planning and self-organizing with focus to meet deliverable milestones
  • Should have an excellent ability to manage communications be self-motivated and driven personality towards innovations and new ideas.
  • Must be a graduate or post-graduate, preferably in Information Technology, Mechanical or Electronic Engineering as academic discipline.
  • Good presentation skills and very clear in his verbal articulation of sentences to effectively present to client via phone calls or web conferences.
Responsibilities:

  • Assisting with the setup and onboarding of new clients
  • Reviewing, maintaining and updating support documentation
  • Providing first line of support for client incidents including issue capture, classification, prioritization, triage and tracking through to completion.
  • Coordinating incident resolution with levels 2 and level 3 as required.
  • Monitors the quality of service to customers to make sure effective service delivery and service levels are met for timely response and quality resolution of tickets
  • Maintaining current skills relevant to the products and technologies being supported.
  • Regularly review vendors notifications (e.g. new features, defects, alerts, etc.) related to the products and technologies being supported.
  • Conduct client-facing interactions remotely and handle direct communications with clients (whether supervised and/or unsupervised) as required
  • Actively contribute to Process & Service Development and Improvement activities.
  • Ensures documentation is up to date and keeps all individual records current (e.g. timesheets, resumes, availability calendar, etc.)
  • Preparing monthly status reporting for our managed services clients

Remote Staff, Inc. has been providing fulfilling home-based careers to Filipinos since 2007. We connect Philippine-based candidates to clients in Australia, the US and UK who are looking for professionals as extensions of their international businesses.

We specialize in providing full-time and part-time work for web developers, web designers, graphic designers, virtual assistants, marketing assistants, SEO/SEM, writers, accountants and practically any job that can be performed on a computer and does not require actual physical presence.

We enjoy the trust of thousands of Filipinos over the years because we guarantee fair and timely wages, we provide a safe virtual working environment, we understand Filipino culture and we attract quality clients who believe in our business model because we are able to maintain accountability and transparency for every working relationship we establish.

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Remote Staff, Inc. has been providing fulfilling careers to Filipinos since 2007. We connect Philippine-based candidates with clients in Australia, the US, and the UK who are looking for professionals as international extensions of their teams.

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