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    Technical Specialist Support Analyst (ICT_TECH TD_2024_112R)

    Philippines

    Technical Specialist Support Analyst (ICT_TECH TD_2024_112R)

    • 202407296
    • Philippines
    • Closing on: Jan 31 2025
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    Description

    The Role

    • Act as a Subject Matter Expert to provide high quality complex technical support to our clients
    • Use your troubleshooting skills, experience and technical knowledge to obtain and recommend resolutions to issues.
    • Identify?common issues and queries and document as Knowledge Base articles?for easier and quicker resolution of future occurrences.
    • Escalate customer issues as necessary and ensure fixes and solutions are delivered to customers in a timely manner.
    • Participate in problem management activities for products and services where you are a Subject Matter Expert. Take the initiative to identify opportunities to bring support closer to the client and to make it more accessible.
    • Contribute to exploratory testing and other QA activities within the product family as time allows, to further expand knowledge of the supported applications and gain a solid understanding of upcoming features.
    • Work with the Product team to help identify application enhancements that will improve the user experience and further facilitate the support process.
    • Participate in our on-call rotation to provide support for critical issues

    Qualifications

    The Requirements?

    The essential skills/experience for this position are:

    • Experienced senior technical support analyst
    • Gold standard client facing skills, passionate about delivering great support
    • Familiar with supporting complex or bespoke software solutions
    • Comfortable with supporting clients both in on-prem and SaaS environments
    • An understanding of both on-prem technical landscapes as well as cloud-based technologies; Microsoft Azure, Active Directory, networking fundamentals and windows
    • Able to read, follow and understand scripting languages (PowerShell, Python, T-SQL etc.)
    • Great organisational skills and a self-starter
    • Experience using ITSM tools
    • Strong interpersonal skills, with the ability to work effectively with many stakeholders
    • Solid verbal and written communication skills, and the ability to present technical information clearly and concisely

    Other highly desirable, but not essential skills are:

    • Programming experience
    • Technical qualifications (Azure certifications, ITIL, DevOps etc.)
    • General knowledge of the Insurance Industry

    91±¬ÁÏ is an Equal Opportunity Employer

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    Confirmo que he le¨ªdo la Pol¨ªtica de Protecci¨®n de Datos y comprendo c¨®mo se utilizar¨¢n y almacenar¨¢n mis datos personales. Autorizo a 91±¬ÁÏ a utilizar los datos personales que env¨ªo para los fines descritos.

    Gracias

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