IT Operations Support Engineer Application Support

Responsibilities:

1. Address customer issues and resolve them to provide superior service to our internal and external customers, ensuring alignment with specific qualitative or quantitative targets and Key Performance Indicators.
2. Analyze reported incidents and provide solutions to users, enabling them to resume work with minimum disruption as per agreed Service Level Objectives (SLO) and to complete IT service requests.
3. Update the status of incidents or service requests in the tool to ensure up-to-date information is available before action is taken.
4. Set expectations for customers based on agreed SLOs (timeframes and format).
5. Provide quick fixes, workarounds, and solutions to be updated in the Known Error Database for the Problem Management Team, identifying recurring problem areas and articulating trends for root cause analysis.
6. Ensure deployment projects are carried out using best practices of Project Management, obtaining satisfactory customer feedback after every project.
7. Liaise with vendors, IT coordinators, and other IT teams to ensure a high level of system availability.
8. Adhere to IT Policy, Standards & Procedures, and audit & finance regulations.
9. Maintain the integrity of the configuration items in the Configuration Management Database as per EGIT Policy for the responsible area.

Minimum Requirements:

• Bachelor's degree in Information Technology.
• 3+ years of experience in Information Technology Communication.
• Training courses in communication, application support, and customer support aspects from a recognized vendor or training institution.
• Experience in the computer and communication industry as a support engineer dealing with application support.