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Application Support Agent
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Apex Systems LLC
Sobre el empleo
Categoría: Tecnologías de la Información - Sistemas
Subcategoría: Soporte técnico
Educación mínima requerida: Universitario titulado
Detalles
Contratación:
PermanenteHorario:
Tiempo completoEspacio de trabajo:
Desde casaBeneficios
- Prestaciones superiores a las de la ley
- Vales de despensa
- Plan de carrera y crecimiento
Descripción
Summary:
The purpose of this job is to use in-depth knowledge and experience to support the day-to-day functions of a Level 2 information technology (IT) support team and to increase the effectiveness and efficiency of the incident and problem management process.
Essential functions:
- Help to develop and maintain an effective, comprehensive service process that includes supporting policies, controls, metrics, procedures and training for teams to address crisis management (e.g., service disruptions, outages).
- Manage service interruptions and failures by recording, communicating, prioritizing, analyzing, and resolving incidents and problems; escalate and route issues to appropriate teams as needed.
- Provide essential advanced technical support across multiple platforms for business departments and end users; perform ticket analysis to review trends and proactively detect problems.
- Communicate and collaborate with IT partners to coordinate release and resolution efforts across the Level 1 and Level 2 Teams.
- Adhere to service level agreements (SLAs) with internal business partners and third parties.
- Provide and maintain support documentation for knowledgebase updates to be used by Level 1 and Level 2 teams.
Competencies:
- 2+ years of experience in related field required
- Excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations
- Excellent analytical skills to quickly identify complex cause and effect situations
- Ability to work in a fast-paced environment and manage multiple responsibilities simultaneously
Specialized Knowledge:
- Windows
- Microsoft Office
- SQL
- Microsoft .Net (Development Standards and Practices)
- SaaS Platforms
- ITSM
- ITIL
- SLA Management
Recuerda que ningún reclutador puede pedirte dinero a cambio de una entrevista o un puesto. Asimismo, evita realizar pagos o compartir información financiera con las empresas.
ID: 20665944