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Technical Service Officer

2 weeks ago

Mandaluyong City, National Capital Region, Philippines Surbana Consultants Pte Ltd – Kingdom of Saudi Arabia (KSA) branch Full time

About the Role

We are seeking a Technical Service Officer to join our team in Surbana Consultants Pte Ltd – Kingdom of Saudi Arabia (KSA) branch. As a Technical Service Officer, you will provide quality front-line application support to the business, ensuring that all issues are resolved efficiently and effectively.

Key Responsibilities

  1. Act as Officer-in-Charge in the absence of the Senior Analyst and Helpdesk Team Lead.
  2. Provide front-line application support to the business, including responding to telephone calls, personal requests, and emails.
  3. Identify critical system and network issues, escalate, and liaise with senior analysts or technical support until resolution.
  4. Maintain relevant information in the SJGroup Ticketing application.
  5. Prepare guides and documentation on application support issues.
  6. Participate in system testing, UAT, and implementation process for enhancements and issue resolutions.
  7. Ensure Service Level Agreement and Standard Operating Procedures are met.

Desirable Qualifications and Skills

  • Bachelor's/College Degree in IT-related field.
  • Minimum 5 years of experience in technical support environment.
  • Excellent communication skills, problem analysis, and resolution skills.
  • Strong customer service experience and focus.
  • Good working knowledge of Active Directory, Exchange, and Office 365.
  • Ability to troubleshoot general applications.
  • Experience with ERP systems desirable.