Technical Support for Production (Remote)

Technical Support for Production (Remote)

Prov International (Philippines) Inc.
3-5 years
Not Specified

Job Description

  • Be part of the team working for Synlab #1 in Europe in Medical Diagnostics
  • Be with SYNLAB's team of international experts in 36 countries worldwide
  • Diversity and passion are important resources in the world of SYNLAB

A Technical Support provides diagnosis and support in terms of configuration, data structure, and workarounds on Production Issues that is escalated by Level 1 or Level 2. It generally involves supporting on resolving more technical issues often by remote diagnosis or providing workarounds. These may be caused by data, data configuration, other configuration that impacts the day to day processes of SYNLAB Access.

As a Technical Support, he/she is expected to be able to work according to the shift schedule. This may fall on hours after work and/or during weekends. For urgent matters, he/she also expected to be on call at unexpected hours and join on probable lengthy calls/meetings. He/she is supporting the application from end to end process, from the frontend front of view.

Job Responsibilities:
  • Manage and drive the resolution process of Major Issues and Potential Major Issues that will be encountered. This means to align with Global Support, Dev team and other stakeholders.
  • Ensure that all tickets are at least, acknowledged within the Service Level Agreements (SLA)
  • Prepare 3L Monthly Support Schedule and communicate to the team.
  • Keep KPI for support.
  • Handle incoming support requests from L1 or L2 via Teams, email or chat in a prompt and courteous manner. S/he will then check the Omnitracker ticketing system for details of the issue.
  • Prioritise, schedule and escalate issues (when required) to the appropriate experienced developers if the issue needs code fix. That will then go through the process of a Hot Fix or through the SDLC (in this case Agile Method) that the Dev team employs.
  • Record, track and document helpdesk requests and problem-solving process, including all successful/unsuccessful decisions made and actions taken through to final resolution
  • Perform diagnosis, and quick fix (select, update, delete, create on DBs for data configuration that usually comes through from L1 or L2).
  • Help perform preventative maintenance in terms of performance monitoring for SYNLAB Access.

Requirements:
  • Bachelors Degree in Information Technology or Computer Science
  • 3-5 years expertise in Technical Support roles
  • Deep knowledge on SQL and other browser tools which can help on diagnosis and fix of issues (config, data, DB, etc)
  • Experience in any ticketing system, preferably Omnitracker.
  • Have strong knowledge of Data architecture.
  • Handle break/fix and configuration issues.
  • Have to be able to quickly learn the technical knowledge, architecture and processes of Synlab Access.
  • Strong communication skills especially conversing with onshore counterparts.

Plus points if:
  • Exceptional frontend web development skills using modern HTML5, CSS 3, JavaScript and JSON, REST API
  • Experience with Git, Postman and Swagger
  • Experience with the following frontend techs:
  • o Angular2+
  • o React
  • o Redux
  • o RxJS
  • o Typescript
  • o localization/internalization
  • o SASS/LESS
  • o Webpack configuration
  • - Experience on .Net Technology stacks
  • - Experience on C# / .Net Core code base for performance
  • - Experience in different database management system such:
  • o MS SQL database technologies (Azure SQL)
  • o MongoDB


ProV was founded in 2003 to reduce IT complexity by using services and technologies that don't get in the way - powerful enough to meet the complex demands facing today's enterprises. By streamlining processes, we help companies improve productivity and reduce errors while still saving money. We've assembled a great team to help streamline enterprise day-to-day processes and change how IT implementation, management and support work. Now, ProV is a team of over 600 peers across offices in the US, Germany, India and the Philippines.

Our Shared Mission and Values

Our mission is to help companies thrive by enabling all processes to work together effortlessly.
Our values are commitments to each other. They provide the backbone for our company processes and daily interactions. We believe that, in the long run, these commitments lead to a thriving culture and a more successful business, for ourselves and our customers.

Inclusion is part of our company culture and essential to ProV’s future. We continue to nurture and create opportunities for the next generation, relying on our talent pool’s diverse background to innovate and inspire. More importantly, we see hundreds of ProV employees speaking over 17 languages and working together. Our core values celebrate those differences and the rewarding experiences our customers enjoy

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