Application Support Specialist

Flintex Consulting Pte Ltd; Santo Niño 1st; On-site; PHP 300,000 - 600,000; Full time

Job summary

Flintex Consulting Pte Ltd is seeking an experienced Application Support professional to join our IT internal team. You will act as the first point of contact for user queries, manage incidents, and escalate as needed for core ERP applications.

Responsibilities include maintaining inventory of applications, documenting issues, generating support statistics, and providing Level 2 support when specialists are unavailable. Immediate availability is preferred.

Qualifications

• Diploma in Computer Science, Information Technology or relevant discipline.
• At least 5 years' experience in user support focus on Application Support.
• Strong problem solving and system troubleshooting skills.
• Technically proficient in Microsoft Office and use of Ticketing Systems.
• Good interpersonal and communication skills.
• Capability to work under pressure & fast-paced demanding environment.
• To be available immediately/ at short notice

Responsibilities

• Act as the first point of contact for all user support related queries regarding the core Applications
• Responsible for resolving & escalating user request tickets
• In charge of the inventory of all the Applications used in the company as well as regular check of Active and Inactive Applications in the companies internal Ticket/Asset Management tool
• Responsible for taking internal and external calls from the users regarding Application related incidents or service requests
• Ensure proper documentation, notification, escalation, tracking & follow up of all incidents/ service request
• Regularly provide statistical reports about support cases and incidents, review issues & propose corrective actions
• Level 2 support for all IT internal Applications (L1 support when no Application Specialist in the team or deputizing)
• Look for opportunities how to proactively improve the customer service and internal processes by identifying repeat issues or service risks and aid in prevention
• Take lead role on projects and extended tasks but also supports if the Application Specialist is not available
• Support the Manager with some high-priority tasks or difficult customers
• Support Business with Communications of changes for existing or new Applications

Skills

Problem solving

System troubleshooting

Interpersonal skills

Communication skills

Under pressure / fast-paced

Education

Diploma in Computer Science/Information Technology

Tools

Microsoft Office

Ticketing Systems

Job description

Objectives of this position:

This role is a part of the IT internal Application Support team with the task of supporting the internal ERP Applications or other core Applications which are sitting with IT. Manages incidents and requests through to completion, escalating and communicating with internal and external parties as needed.

What will you do?

• Act as the first point of contact for all user support related queries regarding the core Applications

• Responsible for resolving & escalating user request tickets

• In charge of the inventory of all the Applications used in the company as well as regular check of Active and Inactive Applications in the companies internal Ticket/Asset Management tool

• Responsible for taking internal and external calls from the users regarding Application related incidents or service requests

• Ensure proper documentation, notification, escalation, tracking & follow up of all incidents/ service request

• Regularly provide statistical reports about support cases and incidents, review issues & propose corrective actions

• Level 2 support for all IT internal Applications (L1 support when no Application Specialist in the team or deputizing)

• Look for opportunities how to proactively improve the customer service and internal processes by identifying repeat issues or service risks and aid in prevention

• Take lead role on projects and extended tasks but also supports if the Application Specialist is not available

• Support the Manager with some high-priority tasks or difficult customers

• Support Business with Communications of changes for existing or new Applications

What will you need?

• Diploma in Computer Science, Information Technology or relevant discipline

• At least 5 years' experience in user support focus on Application Support

• Strong problem solving and system troubleshooting skills

• Technically proficient in Microsoft Office and use of Ticketing Systems

• Good interpersonal and communication skills

• Capability to work under pressure & fast path demanding environment

• To be available immediately/ at short notice