Technical Support

Position Title:

Technical Support

Shift:

8:00 PM to 5:00AM (Philippines)

Job Description:

Responsibilities:

Operation, Support, and Maintenance:

• Manage specific software applications (in-house or third-party).
• Deep understanding of application functionality and backend.
• Oversee software testing and transition processes.
• Provide necessary support when required.
• Interact with application users and handle user onboarding.
• Team Collaboration:
• Work in a team setting.
• Proficient in applications development and monitoring tools.
• Familiar with relevant software platforms.

Problem-Solving:

• Use critical thinking skills to identify and solve problems.
• Analyze and resolve technical challenges.
• Possess strong interpersonal skills.
• Primary Duties:
• Provide software support.
• Manage software maintenance.
• Oversee software transition.
• Maintain software and platform solutions.

Technical Knowledge:

• Robust understanding of various operating systems, hardware, and software.
• Examples: Microsoft Office Suite, Microsoft Windows, macOS, Linux, networking, cybersecurity, etc.

Troubleshooting Skills:

• Diagnose and resolve technical hardware and software issues promptly.

Experience:

• Minimum of 2 to 4 years in a Technical Support role.
• Effective written and verbal communication skills.

Operational Duties:

• Develop operational software configuration management plans.
• Manage maintenance of Commercial Off-the-Shelf (COTS) and other software technologies.
• Oversee software help desk activities.
• Develop software retirement procedures.
• Implement software maintenance processes and plans.
• Conduct technical impact analysis and problem identification.
• Develop plans for corrective, adaptive, and perfective changes to software.
• Manage preventative maintenance and software re-engineering activities.
• Monitor and analyze software maintenance activities.
• Develop software transition plans and identify stakeholders.
• Modify existing and develop new software operational standards.
• Develop software activation and check-out procedures.
• Lead software operational training.
• Develop training materials for operational support personnel.
• Determine the impact of software changes on the operational environment.
• Lead software diagnostics and real-time debugging/troubleshooting.
• Develop maintenance plans including timelines and resources.
• Provide high-level maintenance and updates to improve functionality and process flow.
• Monitor security measures, proper registration of passwords, and access procedures.
• Solve unique and highly complex problems.
• Anticipate internal/external business challenges and regulatory issues.
• Oversee maintenance of technical documentation.
• Collaborate with external stakeholders and vendors to resolve problems.