IT Apps Support Associate

Job Summary

The Associate, IT Application Support is responsible in providing technical support to end users with the operation and functionality of software applications. Duties includes implementation/roll-out, optimizing software application performance, installing updates, and performing debugging procedures. He/She responds to technical problems that occur abruptly and require immediate solutions.

Duties and Responsibilities

1. Provides Implementation/Roll-out Support

       · Provide support in delivering the system into production via established changed management/version control processes.

      · Provide support to users during system roll-out.

      · Adheres to group standards and drives compliance across the group.

2. Provide Maintenance Support

      · Prioritize and resolve day-to-day system issues and client requests according to standard processes

      · Provide alternative solution or workaround, as needed

     · Monitor and manage SLAs

     · Initiate service improvement actions.

     · Effectively manage client expectations and escalate where appropriate.

     · Escalates Very High (VH) failures and severe performance issues, and endeavours resolution of critical issues.

Technical Competencies and Skills

· Problem-solving skills – identifies and resolves problems in timely manner, develops alternative approaches and ideas · Communication skills – writes clearly and informatively, speaks clearly · Customer service skills – can respond effectively to inquiries or complaint, can apply effective interpersonal skills · People management skills – can keep the team motivated and maintain positive and productive work environment · Planning skills – can effectively identify tasks, organize

Education, Trainings and Licenses Required

EDUCTIONAL ATTAINMENT College degree preferably in Computer Science, Computer Engineering, BS Information Technology (or related 4-year course) WORK EXPERIENCE · Minimum of 1-year experience supporting application systems. · Minimum of 1-year experience in VB.NET and MS SQL/MySQL · Experience in one or more of the following technologies will be an advantage: HTMLS, Cascading style sheet (CSS), Adobe ColdFusion 10, Delphi Programming Language