Job Details
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Job Description
Job Summary:
As a 1st Level Support Specialist, you will be responsible for providing technical assistance and support to users experiencing issues with our MES (manufacturing execution system) or content management systems. Your primary objective will be to troubleshoot and resolve user inquiries and problems efficiently and effectively, ensuring minimal disruption to business operations. This role requires a strong understanding of MES, ERP, or content management systems and excellent communication and problem-solving skills.
Job Responsibilities:
User Support:
- Serve as the initial point of contact for users seeking technical assistance related to ERP or content management systems.
- Respond to user inquiries promptly and professionally via email, phone, or ticketing system.
- Analyze user issues to determine the root cause and provide accurate resolutions or workarounds.
- Guide users through troubleshooting steps and provide clear instructions to resolve technical issues.
Problem Resolution:
- Diagnose and troubleshoot software, hardware, or network issues related to ERP or content management systems.
- Escalate complex issues to higher-level support teams or vendors as necessary while maintaining ownership of the case until resolution.
- Comprehensively document all support interactions, including issue details, troubleshooting steps, and resolutions.
System Maintenance:
- Assist in maintaining and configuring ERP or content management systems, including software updates, patches, and system enhancements.
- Perform routine system checks and monitor system performance to ensure optimal functionality.
- Identify opportunities for process improvements or system optimizations to enhance user experience and efficiency.
- User Training and Documentation:
- Develop and maintain user documentation to empower users with self-service options and resources, including manuals, FAQs, and knowledge base articles.
- Conduct user training sessions or workshops to educate employees on system functionalities, best practices, and troubleshooting techniques.
Collaboration and Communication:
- Collaborate with cross-functional teams, including IT, development, and business stakeholders, to effectively address user needs and requirements.
- Communicate system updates, maintenance schedules, and known issues to users proactively to minimize disruptions and manage expectations.
Job Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
- Excellent command of both written & spoken English.
- Prior experience in a technical support role, preferably with ERP or content management systems exposure.
- Strong understanding of ERP concepts (such as finance, inventory, and supply chain management) or content management principles.
- Proficiency in troubleshooting software and network issues.
- Excellent communication skills, with the ability to convey technical information to non-technical users clearly and concisely.
- Strong analytical and problem-solving abilities, with a keen attention to detail.
- Ability to work independently and collaborate effectively within a team environment.
- Familiarity with ticketing systems and remote support tools.
- Relevant certifications (e.g., ITIL, ERP vendor certifications)are a plus.
