APPLICATION SUPPORTKMC MAG Solutions Inc

Application Support Senior Associate Career Level: Associate II We are looking for an Application Support who will be responsible for analyzing incident tickets and request fulfillments from external customers and internal end-users, recommend solutions, escalate to the Development team, and ensure incident and request closures are within the agreed Service Level Agreement (SLA). Responsibilities . Serve as the Level 1 support to IT applications and IT - related requests from internal and external end users . Analyze incident tickets and requests then provide immediate solutions or recommendations . Determine proper escalation to the Development Team for issues requiring more technical analysis . Validate the reports and bug fixes implemented by the development team . Ensure all incident tickets and requests are closed with resolution in accordance to the SLA metrics . Prepare and send notification to both internal and external users for any maintenance or outages . Work with teams from various departments of the business to synchronize the functionality of the organization's operations . Summarize weekly and monthly helpdesk ticket reports . Attend to scheduled meetings with clients and departments to troubleshoot issues . Perform additional tasks that may be assigned by the immediate supervisors Qualifications . A bachelor's or associate's degree in information systems, computing studies, IT, or any other related fields . At least 1 year of experience as an IT Application Support or similar role . Has experience in troubleshooting web application issues . Has experience and is familiar to any ticketing system (ServiceNow, Zendesk, ManageEngine, etc.) . Ability to manage tasks with minimum supervision . Good interpersonal skills are required . Strong customer service skills . Able to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously . Ability to communicate effectively with all levels of staff: verbal, written and listening . Proficient with Office 365
foundit

Taguig City, Metro Manila
Permanent
Full-time