Application Support Specialist
GHD
Quezon City, National Capital Region, Philippines
4d ago

Join a global professional services leader. We are committed to solving the world’s biggest challenges in the areas of water, energy and urbanization.

We are looking for an Application Support Specialist (Tier 2) to fill a permanent, full-time position in our Philippines office.

Focused on technical troubleshooting and solving of client-reported issues, the successful candidate will support clients on a daily basis.

This position will also serve as a general technical support specialist backup during high call volume periods by taking incoming client requests.

What you will do :

  • Gather sufficient information from Tier 1 team members, other partners, and clients to investigate & solve technical issues
  • Mentor and provide technical point of escalation for Tier 1 team members
  • Identify root cause(s) and diagnose as software defects, misconfiguration, content issues, or end user issues
  • Prioritize incidents and service requests according to defined processes to meet defined SLAs
  • Accurately and efficiently log all issues and updates in our internal tracking system
  • Work closely with internal teams, i.e., Software Development, QA, PM’s and Product Managers to identify and define required changes
  • Provide expertise on client implementations, product configuration, testing and troubleshooting
  • Identify client support trends and propose solutions to reduce call volumes. For example : documentation updates or new product features
  • Research solutions through internal and external knowledgebase as needed
  • Test fixes to ensure an incident has been adequately resolved
  • Provide suggestions for continual improvement
  • Understand and follow business processes and procedures
  • Know the latest with product changes, and updates
  • Requirements :

  • Diploma, certificate or degree in Software Programming, Engineering, Computer Science, or a related field OR 2 year’s relevant work experience
  • Proficient reading server and application logs to diagnose warnings and errors
  • Proven experience troubleshooting and debugging web sites and web applications written in ASP.NET Web Forms, ASP.NET MVC, jQuery, HTML5, and CSS3.
  • Experience using different browser tools, e.g., Developer tools to investigate code and HTTP traffic
  • Experience working with responsive web sites using different browsers and mobile devices
  • Experience working with software version control systems such as GIT
  • Proficient working with database systems and performing SQL queries, working with tables, stored procedures, and generating report data
  • Strong knowledge of modern operating systems
  • Experience and knowledge working with Window Power Shell
  • ITIL fundamentals certification an asset
  • Personal Characteristics :

  • Strong customer service orientation
  • Ability to communicate well verbally and written at all levels
  • Ability to absorb new ideas and concepts quickly
  • Good analytical and problem-solving abilities
  • Strong organizational skills, self-motivated and dedicated
  • Ability to work in a team environment
  • Ability to perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner
  • Conceptual thinker, with the ability to identify problems and recommend solutions
  • Working schedule Monday to Friday / 9 pm to 6 am

    Applicants must be a Filipino citizen or have the right to work in the Philippines.

    Please note that we are not accepting agency resumes for this position.

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