Provide 2nd level end-user support for standard infrastructure applications and service calls from APAC users which are escalated by the Service Desk 1st Level Support
Provide 2nd level end-user support for user account-related topics
Collaborate with other IT functions to seek new opportunities to make their processes more efficient, effective, and/or secure.
Active involvement and making recommendations to utilize and implement improvements to IT systems to meet needs. Determine/gather requirements to present possible solutions or improvements
Regular alignments with team members in other regions(APAC, EMEA, US)
Serve as regional expert & point of contact for incident escalation, feedback on 2nd level end-user support & account management topics
Review and analyze end-user tickets to improve the support process including knowledge management
Coordinate high complexity Incidents and Problems using defined incident & problem management process
Support account management tasks related to onboarding, account lifecycle,
Conduct local account management tasks that cannot be handled by the Global Account Management team
Support documentation tasks including knowledge management
Job Requirements
Details:
Bachelor's degree in Computer Science, Information Technology, Management Information System, or related field
Minimum 3 years of related working experience
Fluent in speaking and writing in English. Other language is a plus
Experience in IT training and support
Experience in user change management for technology rollout, process change
Expert level of technical understanding from end-user perspective
In-depth understanding of IT processes (preferable ITIL certificate)
Strong communication skills
Excellent teamwork, and organization skills
Good understanding of cultural differences
Strong problem-solving abilities
Having end user-centricity mindset
Ability to balance and manage priorities of multiple tasks to ensure timely delivery
Ability to work independently as well as to be a team player
Ability to work in rotational shifts (i.e. 9-6PM, 2pm-11pm/9pm-6am Manila Time)
