Technical Support analystInfor

Job Description:
ESSENTIAL FUNCTIONS:
Act with urgency to resolve complex questions and problems from customers, partners and colleagues via telephone and/or web-based tools, documenting all interactions in the incident management system
Gain and retain deep knowledge of our complex product(s) and suites of products and perform in-depth troubleshooting
Efficiently manage all incidents while using standard operating procedures, meeting service level objectives and achieving customer satisfaction goals
Create and maintain knowledge content that can be easily consumed and understood by customers, partners and colleagues
Identify root causes for all incidents and take appropriate actions to address root causes
Participates in special projects as assigned
Foster teamwork and collaboration across all teams.
Identify and bring forward improvements to optimize our processes and tools.
Provide accurate accounting of work and time allocation.
EDUCATIONAL/SKILL/EXPERIENCE REQUIREMENTS:
Bachelor's degree computer science or has equivalent technical training and/or work experience.
Prior experience in software development or technical support
Excellent analytical, problem solving and debugging skills;
Proven ability to troubleshoot complex problems that span systems, including application's proprietary coding language
Organization and multitasking skills; Function well in a fast-paced, rapidly changing environment
Ability to work independently in a team environment with minimal supervision, take initiative, set priorities, follow through and see tasks through to completion
Ability to absorb new techniques, technology and other information quickly
Ability to work in agile development methodology
Demonstrated ability to holistically troubleshoot issues in all layers, application layer, platform layer and system layer
Proven technical skills; Linux and/or Windows operating systems, AWS, SQL, Sumo Logic, Splunk, CPU, general use of memory, encryption and Java programming language
Excellent oral and written communication skills and interpersonal skills.
Command of the English language; must be able to articulate complex information effectively in oral and written communications
Infor

Metro Manila
Permanent
Full-time