Operations Specialist

3 weeks ago

Quezon City, Philippines Rex Education Full time

Job Overview The Operations Support Specialist assists in troubleshooting and resolving technical issues related to applications and software, supports end-users, documents processes, and collaborates with the respective business unit and team members to provide essential technical support and enhance software functionality. Responsibilities Supports the RDPC Technology Services team in maintaining 24/7 operations by monitoring and maintaining all live services and platforms. Initiates functional testing for critical services as part of ongoing monitoring efforts. Ensures that service incidents are promptly acknowledged, resolved, or escalated in adherence to Service Level Agreements (SLAs), and diligently follows up until resolution. Acknowledges and addresses all business and customer requests and concerns in a timely manner. Prepares and generates reports and statistics for live services upon request. Ensures the accuracy and functionality of daily reporting mechanisms, including email, web tools, SMS, and other communication channels. Other job-related activities that may be assigned from time to time. Job Qualification Education Graduate of a degree or higher in IT, Computer Science or related field. Experience At least 0-1 year of Level 1 or 2 Technical Support experience or related. Specific Knowledge Deep understanding of the organization's specific applications, servers, workstations, and network devices. Proficiency with diagnostic tools, log analysis, and troubleshooting methodologies to identify root causes. Knowledge of TCP/IP, DNS, DHCP, network devices (routers, switches), and diagnostic tools like ping and Wireshark. Ability to install, configure, update software, manage settings, and permissions. Excellent technical writing for user guides, troubleshooting manuals, and knowledge base articles using documentation tools. Expertise in communication platforms (Teams) and ticketing systems (Jira, Gitlab). #J-18808-Ljbffr

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