ERP Technical Support

1 week ago

Calabarzon, Philippines Mary Grace Foods, Inc. Full time ₱250,000 - ₱450,000 per year

As an ERP Technical Support Specialist, you will be a key member of the IT- ERP Support team, serving as the primary technical interface for all ERP-related issues. You will provide day-to-day support for system access, minor errors, configuration concerns, and other technical issues. This role is responsible for triaging and resolving technical problems, coordinating with internal teams and external partners as needed, and maintaining documentation to support knowledge sharing and process improvement. You will also help identify recurring technical issues and suggest improvements to enhance the reliability and efficiency of ERP operations. This position plays a crucial role in ensuring smooth, continuous, and reliable ERP system operations for the organization.

Technical Support & Issue Resolution

  • Act as the first point of contact for ERP technical issues, troubleshooting and resolving system access problems, minor errors, and configuration concerns.
  • Provide guidance to users on ERP system functionality and basic problem-solving techniques.
  • Monitor recurring issues and escalate patterns that may indicate larger system problems.

Ticket & Request Management

  • Receive, log, categorize, and prioritize ERP technical support requests daily.
  • Track the progress of each ticket and ensure timely resolution in alignment with service expectations.
  • Follow up on pending tickets and escalate unresolved issues to the appropriate teams.

Issue Escalation & Coordination

  • Escalate complex technical issues to Application Development, Network/Infrastructure, or External ERP Consultant Partners as appropriate.
  • Coordinate with internal teams and external partners to ensure effective problem resolution.
  • Maintain clear communication with end-users regarding the status of escalated issues.

Master Data Management

  • Coordinate ERP Master Data changes with ERP Administrative Support and Functional Support teams.
  • Ensure all changes are accurate, properly approved, and documented in the system.
  • Assist in validating data quality and identifying inconsistencies or errors.

Documentation & Knowledge Sharing

  • Document recurring technical issues, troubleshooting steps, and solutions in the ERP knowledge base.
  • Maintain up-to-date records of technical support activities, reports, and recommendations.
  • Share best practices and lessons learned with team members to improve overall support efficiency.
  • Proactive Issue Monitoring

Monitor ERP system performance and identify potential technical issues before they impact operations.

  • Recommend preventive measures or process improvements to reduce system disruptions.
  • Support testing and validation of system changes, updates, or enhancements in collaboration with relevant teams.

QUALIFICATIONS:

  • Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
  • Equivalent combination of education and relevant work experience may be considered
  • 1–2 years of experience in IT support, ERP technical support, system administration, or related roles.
  • Hands-on experience with ERP systems, helpdesk operations, or technical troubleshooting is required.
  • Exposure to cross-functional coordination and interaction with external vendors or consultants is highly desirable.
  • Experience in Master Data management and ERP ticketing systems is an advantage.
  • Practical knowledge of ERP systems and enterprise application workflows.
  • Familiarity with ticketing or service management tools for logging, tracking, and reporting technical issues.
  • Must be willing to work onsite from Monday to Saturday in our Head Office at San Martin De Porres, Paranaque.

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