As a Help Desk Engineer in WorkBook Engineering, you will become a valued member of our Engineering Help Desk team with the primary purpose of ensuring we find successful resolutions to customer issues that makes their way to the team.
WorkBook ERP is a total agency management system that provides best practice solutions to our clients. We have success in this market and plan to expand the WorkBook Engineering group significantly to better support our largest clients.
We want to strengthen our management team and add a senior manager with a background in developing software products.
We're looking for a proactive and logical Technical Helpdesk Engineer to join our team based out of Makati. As a Help Desk Engineer you will use your technical experience & skills to troubleshoot our Workbook solution in close cooperation with other Application Developers, in order to resolve complex cases that are unable to be resolved by the Customer Care team.
As part of the role you will be working closely with the Customer Care, Product Managers and Engineering teams to ensure that the best and most timely solution to the cases are provided to our Customers.
To be successful in this role, you will be expected to perform the following functions :
Liaise regularly between CC and Engineering
Test software issues / defects to make sure they are valid defects
Investigate and develop / come up with a workaround to assist clients who are not able to use the application feature
Test application from the point of installation, deployment and usability
Assist developers to trace down the root cause of defects
Analyze data issues and provide fix scripts using SQL management studio / Query Analyzer
Use TFS for defect management, RNT for customer issue management and Microsoft Teams for cross business collaboration
Escalate issues requiring development assistance to the Development team
Create defects using TFS and link information to CC cases
Support communication between Dev and CC, following up on requests for further information from either Dev or CC about specific escalated cases or defects
Review cases submitted to Help Desk by CC to determine if existing defects exist and create new defects if they do not exist
Generate ad hoc reports regarding cases assigned to the Help Desk team, those with development, those being worked on, etc.
Attend the Bug Fix Review meeting (IRB meeting) to provide additional information when required
Track the status of bug fix defects and follow up with Engineering as necessary
We are looking for people who have the following experience :
Excellent knowledge and skills with relational database management (RDBMS) systems and SQL Server
Strong analytical skills
Customer service oriented
Experience with developing reports using SQL
Server Reporting Services or other reporting tool
The ability to adapt quickly to new technical environments
The ability to work under tight deadlines and work effectively in an environment with multiple competing priorities
Strong communication skills including the ability to write clearly and concisely and to present information in a way which facilitates interpretation
Excellent proficiency in written and spoken English