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  • Description



  • Key Responsibilities

    • Ensure that an incident is resolved, either through advanced troubleshooting and investigation, or identifying the root cause of an incident.

    • Use test system where the issue has been reproduced by level 1 support agents, to identify config changes, data changes, review logs, screenshots, files etc.

    • Provide detailed notes on the incident, of troubleshooting, investigation and service restoration performed, pointing an application engineer directly to root cause of system errors.

    • Be ‘glue’ between first level support agents who are a customer focused and providing a first response to an incident, and the CE team who have a focus on continually improving our application solutions.

    • Work with support analysts to increase their knowledge to solve basic technical problems or known issues to ensure our first response responds fully to 80% of incidents.

    Qualification

    Job Qualification

    • Bachelor’s Degree in Computer Science, Information Systems or other related field.

    • Minimum 2 – 4 years’ work experience in technical support

    • Up-to-date knowledge of scripting, coding and application software

    • Excellent COMMUNICATION skills, both verbal and written

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 2
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No
  • People with disabilities: Yes

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Job summary

  • Technical Support Analyst

  • Laguna, Calabarzon

  • Company

    Factura Software OPC
  • Type of contract

    Permanent contract

  • Work type

    Full Time

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