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Job Description
- Responsible for our international clients' communication & support.
- Responsible for completing the assigned support tasks as well as project tasks assigned by team leader.
- Documentation of assigned tasks and building support knowledge base
- Complete assigned task within the deadlines
- Managing cases, requests and enhancements using online tools and processes
- Troubleshooting the applications in scope and able to open the customization code and find out the issues needed to be fixed (mainly in reports, data fix scripts and queries).
- Ensuring that client systems are fully operational, and any loss of service is restored in a timely, and efficient manner
- Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times
- Problem determination, workaround resolution, root cause analysis, major incident management
- Deployment of service releases, patches, requests and customization
- Ensure that solution and application support documentation is maintained to the highest quality and accuracy
- Provide support and identify all issues and prepare appropriate documentation all issues and solutions
Job Requirements
Job Requirements
- Bachelor’s degree preferable Computer science or Engineering or equivalent
- Knowledge in Share Point support
- Knowledge in supporting ECM, Internet and Intranet systems using MS technology is a plus
- Experience in working in support using industry standards trouble ticket system
- Team working skills with a great attitude and work ethic.
- Excellent analytical and problem-solving skills
- Adequate development skills mainly in .NET and good knowledge in Share point is a plus.
- Able to learn new technology, products and systems to be able to support them in a quality and timely manner.
- Previous experience dealing with support cases or requests via e-mail and telephone
- Practical experience of Windows Server, SQL Server and IIS
- Work overtime if need according to client and company request.
Competencies
- Excellent written and spoken English
- Excellent professional communication skills
- Cooperative personality.
- Self-education skills.
- Self-Motivated.
- Ability to be (on call) 24/7
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