Senior Tech Support Professional

2-5 years
4 days ago
Job Description

Join a team recognized for leadership, innovation and diversity

Honeywell is charging into the Industrial IoT revolution with the establishment of Honeywell Connected Enterprise (HCE), building on our heritage of invention and deep, on-the-ground industry expertise. HCE is the leading industrial disruptor, building and connecting software solutions to streamline and centralize the assets, people and processes that help our customers make smarter, more accurate business decisions. Moving at the speed of software, we are creating, innovating and delivering solutions fast, challenging the way things have always been done, piloting new ways for all of us to work, and expecting our successes to set new standards for our customers and for Honeywell
The Connected Logistics Senior Technical Support Professional is responsible for analyzing and solving complex technology platform related problems, primarily in the area of mobile applications and cloud technology. This position serves as an interface between external stakeholders and internal departments, ensuring that their technical issues, concerns, and questions are being addressed and new product introduction projects are successful. The role may include additional responsibilities such as systems administration, as well as developing, coaching, and monitoring technical support operations and staff.
.Provide prompt and courteous technical support with a focus on high quality, accuracy, responsiveness, and customer satisfaction while documenting and recording all activity according to departmental standards.
.Provide 24/7 on-call support as required to handle emergency escalations for business-critical concerns.
.Understand standard and customized software solutions, customer business processes, and industry regulations and legislations that drive the software life cycle.
.Analyze errors and defects from different sources/points of failures (mobile device, warehouse system, inventory system, cloud, inbound and outbound adapters, backend, firewall) through incident and problem management.
.Troubleshoot, research, and replicate issues end to end in an environment of distributed systems including mobile devices, clouds, external repositories, and customer systems.
.Provide workaround to issues with varying degrees of complexities and priorities.
.Escalate incidents further into other technical departments (Development, Product Management, Engineering).
.Monitor and manage events triggered by system alerts.
.Create, improve, and publish knowledge management articles to continuously build and improve knowledge base.
.Identify and analyze gaps on current processes and work on improvements in execution of incident, problem, request, and knowledge management.
.Collaborate with operational excellence for reports and Key Performance Indicators (KPIs)

  • Bachelor's degree in computer science, information technology, engineering, or any related fields

.5 or more years working in a Level 2 software support function using ServiceNow or JIRA and Zendesk ticketing tool
.2 or more years experience in a SaaS (Software as a Service) business
.Advanced troubleshooting skills
.Strong analytical and problem-solving skills
.Information technology infrastructure library(ITIL) V4 Foundation certification
.Amazon Web Services (AWS) Certified Cloud Practitioner certification or any related certifications in cloud computing platforms
.Familiar with Enterprise Resource Planning (ERP), ticketing, and knowledge management systems
.Knowledge in technologies / tools:
    • Java
    • Python
    • Application and system monitoring tools
    • Payload and message reprocessing tools
    • Basic understanding of distributed systems, SaaS, cloud computing, and AWS Services

.Excellent written and verbal communications skills in English language
.Strong change agent capabilities
.Experience working with global teams and management levels in a complex matrix organization
.Flexibility to work mid-shift working schedule (3pm to 12 midnight manila time) or Night shift (6pm to 3am manila time)
.Willing to work in hybrid work arrangement (3 days onsite / 2 days Work from Home)
.Willing to work based in BGC, Taguig office
  • Driving fast and right results in a matrixed environment

.Excellent leadership communication and executive presence
.Understanding of key information technology solutions and practices
.Strong business acumen and ability to translate new technology into business value
.Creation of result-oriented Management Operating System
.Effectively demonstrates ability to deliver on complex situations or problems
.Creative and collaborative problem-solving capability
.Conveys specific, observable, and measurable expectations for each assignment
The world is changing. And it's a familiar story at Honeywell. Our $36 billion business was founded on a legacyof firsts spanning 130 years. We're building a safer, smarter, and more sustainable world through ourtechnology and software across each of our 930 sites globally. Our impact is seen in every shape and around the world. Our solutions are felt daily in aerospace, buildings and cities, retail, chemicals and materials,safety,industrialandmanufacturing,safety,andsupplychains.
We've been innovating for more than 100 years and now we're creating what's next. There is a lot moreavailableforyoutodiscover.Oursolutions,ourcasestudies,our#futureshapers,andsomuchmore.Learnmore at
Thefuture iswhatwemake it.Join usand let'sdothistogether.
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age,race,creed,color,nationalorigin,ancestry,maritalstatus,affectionalorsexualorientation,gender identityorexpression,disability,nationality, sex,religion,orveteranstatus.
Honeywell is a proud advocate of the LGBTTQIA+ community and is currently working with Rainbow Tick andbecoming a Rainbow accredited workplace. We celebrated Pride Month in June by launching Pride Connect -our Rainbow employee network here in the Pacific, and we encourage members of the LGBTTQIA+ communityto applytojoinour teamoffutureshapers.
If a disability prevents you from applying for a job through our website,. No otherrequestswillbeacknowledged.


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Honeywell International Inc. is an American publicly traded, multinational conglomerate corporation headquartered in Charlotte, North Carolina. It primarily operates in four areas of business: aerospace, building technologies, performance materials and technologies, and safety and productivity solutions.

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