INT-D435303 | APPLICATION SUPPORT SENIOR ASSOCIATE

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).

• You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
• Making sound decision-making and flexibility to ensure team dynamics and productivity.
• Hybrid work setup
• Competitive salary and benefits
• HMO + free dependent
• Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

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