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Business Systems Technical Support Professional

Sofia, Bulgaria
Job ID: 44401

Description

 Upgrade your talent by:

  • Providing initial investigation on issues and understand if the issue is a tool issue, knowledge gap on tool utilization. This includes gathering of the following evidence needed but not limited to links, screenshot, recording of issues, system logs and history;
  • Ensuring to complete all needed information in IMServe ticket for proper documentation;
  • Providing interim resolution that is agreed with Level 2 and Level 3 support teams on various tools but should not include changes in the codes and would only be resolved using front end tools;
  • Initiating bridge call for critical and high issues reported by the business within the agreed SLA;
  • Redirecting business requests to the appropriate team handling the tool – specific tool Level 2 support or in Global IT team;
  • Managing access for the various tools agreed to be handled by Level 1 Support team which may include addition, modification, removal of users in the tool;
  • Updating active users report as part of access management on various tools;
  • Monitoring all systems for the agreed DNA governed tools using the health checker for iBPS/Omniflow, Orchestrator or other tools provided by the developers;
  • Providing initial investigation of the system issues found during system monitoring and gathering proper documentations and evidence so Level 2 or Level 3 Support teams can resolve the issue;
  • Directing bugs found to the appropriate team (Dev or Level 2 Support) to handle and fix the bugs within the agreed SLA;

 

You'll be a great fit if you have:

  • /B.S. in Computer Science, Business, or in a related field
  • At least one-year functional experience
  • Entry level Production support of any system
  • Beginner experience or knowledge on IT Service Management
  • Entry level experience in product management or project management would be an advantage
  • Advanced MS Office Skills including PowerPoint, Visio, Excel, etc.
  • Foundational knowledge on automation, SQL, html or CSS, or Java would be an advantage
  • Entry level knowledge and understanding of customer support, service management and different systems.
  • General understanding of technical, cost, risk and business implications of potential decisions on other projects and client needs and incorporates these into recommendations
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