Senior Technical Support Specialist

2 days ago

Makati City, National Capital Region, Philippines beBeeApplicationSupport Full time ₱900,000 - ₱1,200,000
About the Role

This is an exciting opportunity to work as a skilled Application Support Engineer in a dynamic environment.

Key Responsibilities:
  • Collaborate with cross-functional teams to resolve complex technical issues and provide top-notch customer service.
  • Analyze and troubleshoot application and system problems, identifying root causes and implementing effective solutions.
  • Maintain expertise in application processes and systems, ensuring seamless integration and optimal performance.
  • Administer and resolve applications issues, providing timely updates and performing technical root cause analysis (RCA).
  • Supervise all alerts related to application and system procedures, delivering proactive services and ensuring business continuity.
  • Become familiar with test department processes to assist in releases and deployments to various environments and production outputs (Change Management).
  • Offer support and identify all issues, preparing appropriate internal documentation for all issues and solutions.
  • Manage production systems and recommend ways to optimize performance, providing solutions to problems.
  • Identify and provide workarounds or resolutions ranging in complexity from medium to high based on technical documents or recommendations from Level 3-4.
  • Follow ITSM processes and practices in delivery and meeting KPIs and SLAs.
  • Keep documentations/run guides of system configurations, user requests, and resolved issues for effective IT management.
  • Promote and contribute to Delivery and ITSM process improvement, recommending automation or process enhancements to streamline operations and improve response times.
  • Monitor ticket volumes and resolution times to identify areas requiring attention or improvement.
  • Maintain dashboards for real-time monitoring of IT services providing actionable insights to IT management and operational leads.
Requirements:
  • Fluent English language proficiency.
  • Degree-level qualification in a technical discipline such as Computer Science or Software Engineering.
  • Knowledge and experience of administering or using Microsoft IIS.
  • Knowledge of Database technologies (Microsoft SQL Server) and working fluency in SQL.
  • Ability to diagnose & address application issues.
  • Working Knowledge of IT Hardware and Software.
  • Ability to learn and master employer-specific software.
  • Complex problem-solving skills.
  • Strong written and verbal communication skills.
  • Customer-focused attitude with excellent written and verbal communication and reporting skills.
  • Demonstrable ability to learn technical information processes and applications quickly.
  • Excellent attention to detail and the ability to multitask and work effectively within a fast-growing organization.
  • Demonstrated ability to be flexible and take a proactive approach to problem solving.
Desirable Experience:
  • Experience with cloud infrastructure (Azure).
  • Experience using tools like Postman to create and save simple and complex HTTP/s requests.
  • Basic knowledge of programming concepts preferable C#.
  • Experience in building effective relationships with development teams and clients.

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