Experienced Technical Support Professional
32nd Corner 3rd Avenue, Level 25 and 26 , The Curve BGC, Bonifacio Global City Taguig, Manila, CENTRAL LUZON, 1630, Philippines
4d ago

Movilizer Technical Support Professional (SAP and non-SAP)

Honeywell (http : / / honeywell.com) is a Fortune 100 company with yearly revenues of USD 40 billion and has 131,000 employees in over 70 countries.

It is a multinational conglomerate and an industrial leader in different industries such as aerospace, performance materials and technologies, home and building technologies, and safety & productivity solutions.

Honeywell has just recently invested and started in the Philippines last 2017. Successfully hired candidates will be part of the local, pioneer team in a new technology and have a competitive salary.

Movilizer (http : / / movilizer.com / ) is a leading European Mobile Enterprise Application Platform (MEAP) that empowers enterprises to realize their digital transformation and deploy nimble and dynamic strategies in the field.

Movilizer enables them to develop mobile business models by making any operation available on any mobile device and at the same time interconnecting them with the enterprise back-end system and with each other.

The company has accompanied already over 200 multinationals successfully on their transformational journey to become interconnected, digitally augmented and mobile-enabled companies.

Position Summary

The Movilizer Technical Support Professional is responsible for analyzing and solving complex Movilizer technology platform related problems, primarily in the area of mobile applications and cloud technology.

This position serves as an interface between external stakeholders and internal departments, ensuring that their technical issues, concerns, and questions are being met and new product introduction projects are successful.

The role may include additional responsibilities such as systems administration, as well as developing, coaching, and monitoring technical support operations and staff.

Key Roles

Movilizer Platform Support

  • Provide prompt and courteous 24x7 technical support with a focus on high quality, accuracy, responsiveness, and customer satisfaction to internal staff and external customers while documenting and recording all activity according to departmental standards
  • Handle highly complex technical queries from customers and partners in professional technical roles by troubleshooting, researching and recreating issues end to end in an environment of distributed systems including mobile devices, clouds, and customer back ends.
  • Analyze proprietary software log files, stack traces as well as various related technology logs for root cause problem determination and troubleshoot software application issues at a code level, by stepping through the application logic for programs (proprietary Movilizer languages).
  • Develop and test small emergency software fixes in Movelets and back end integrations based on best practice approaches and communicate these to partners and customers.
  • Design, develop, test, document, and maintain tools and templates for advanced troubleshooting analysis
  • Provide software development assistance (sometimes as a billable service) to other certified solution development partners
  • Propose, improve, and publish knowledge management articles to continuously build and improve knowledge base
  • Escalate issues further into Engineering, Product Management and other Department Managers
  • Over 30% of the time will be spent here
  • For SAP Candidates) Movilizer SAP Connector, Integration, and Product Support

  • Application of functional and technical module knowledge for SAP PM / CS (Plant Maintenance / Customer Services), SAP MM (Material Management) and / or SAP DSD (Direct Store Delivery), SAP FSV (Field Service Vending) in support for the Movilizer standard products, their implementations and customizations.
  • Remotely access customer and partner SAP systems to understand / analyze / troubleshoot system specific configurations and customizations of SAP PM / CS, SAP MM and / or SAP DSD, SAP FSV
  • Replicate reported problems or problems that have been analyzed in customer systems in our internal SAP system landscape
  • Abstraction of issue scenarios to create SAP unit and scenario test templates that can be reused for fast reproduction of similar issues
  • Debug SAP modules, Movilizer Connector, Scenario implementations and their customizations
  • Over 30% of the time will be spent here
  • For non-SAP Candidates) Warehouse and Inventory Systems Project Support

  • Understand customized warehouse and inventory management systems developed in Movilizer together with different technologies (Cloud Technology, SQL, Python, Java)
  • Analyze errors and defects from different sources / points of failures (mobile device, warehouse system, inventory system, cloud, backend, firewall) by thoroughly checking each system through logs investigations, database queries, portal message readings, and code debugging
  • Provide immediate workaround to issues with varying degrees of complexities and priorities (example a high priority issue impacts the entire business operations of the customer and must be resolved in the next two hours).
  • The candidate should be able to calmly pacify the technical issues of the customer by providing suggestions from knowledge of business and technical processes.

  • Handle different situations in a 24 / 7 support environment with rotating shifts around the world
  • Communicate with internal and external system shareholders by being able to provide detailed updates (example explain the fixes made and when it will be implemented), ask project developers and consultants for advices on how to fix reported issues, and report overall system health status (example proactively report common issues to developers for analysis and recommendations on how to prevent or fix)
  • Over 30% of the time will be spent here

  • Bachelor’s degree in computer science, information technology, engineering, or any related field preferred
  • Exceptional fresh graduates are welcome to apply
  • 2 years working in a software support function preferred but not required
  • Basic understanding of distributed systems, SAAS, cloud computing
  • Fundamental technical understanding and motivation to learn new technologies
  • SAP Technical Skills (required for SAP candidates)
  • o ABAP and debugging skills

    o Object Oriented Programming (ABAP OO)

    o Basic SAP Basis

    o Other Technology (preferred, not required)

    o XML

    o HTML5 / CSS / JScript

  • Be a self-starter with an ability to work unsupervised
  • Problem solving skills
  • Fluency in written and spoken English with excellent written and verbal communications skills

  • Knowledge of Internet application technologies including HTML5, XML, Web Services, and Internet application architectures based
  • Knowledge of both client and server operating systems (Android, iOS, Windows Server 2003 / 2008, Windows XP / 7, Linux)
  • Understanding of networking fundamentals and protocols and familiarity with wireless networking
  • Ability to learn complex technical concepts in a short amount of time
  • Advanced troubleshooting skills
  • Ability to manage multiple priorities
  • Extensive customer facing experience
  • Strong continuous improvement mindset, strong leadership impact
  • Experience with Salesforce.com and SharePoint
  • Demonstrated experience with Knowledge Management & Call Center Management
  • Good administration skills
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