IT Global Applications Support Specialist  

The Role

The Global Applications Senior Support Specialist’s role is to collaborate in a team dedicated to provide application systems support to the company's call center operations which support activities are carried out remotely from service support centers, to ensure that end-users are receiving the appropriate assistance. This includes the responsibility of managing all activities related to the ticket management, root cause analysis, and resolution of end-user requests, including the monitoring, tracking, and coordination of support functions.

Position Summary / Task(s)

• Perform CRM and other application support activities in the event of operational support incidents and customer requests in line with global SLAs. Application support services include company's standard applications such as Altitude, eWFM, BOBJ / Group Report, TCMS and several other client specific applications, as well as standard software packages, such as MS Office (Excel, Word, Powerpoint, & Outlook).
• To collaborate in a team dedicated to provide Application and System support to the company's call centre operations; these support activities are carried out remotely from the Service support centers.
• In collaboration with other global support teams perform 2nd and 3rd line support activities, contributing with technology partners and other 3rd party solution providers.
• Maintain daily relationship with the IT organization and the Business Customers.
• Develop sound understanding of each system / application within the company global portfolio.
• Develop strong technical knowledge in the areas of specialization with underlying technologies included such as script languages, database management, communication protocols, etc.
• In case of fail over situation between Service Support Centers, perform service desk and 1st level application support activities.
• Tracking, escalation follow-up, and reporting for timely resolution of incidents, problems and change requests according to the internal service delivery and support policies & procedures and agreed service levels.
• In collaboration with IT Application engineer and Infrastructure teams perform 2nd line support, contributing including technology partners and other 3rd party solution providers.
• Support activities to global or regional projects for implementing new applications or new releases of existing ones.
• Participate in technical handovers between the IT departments.
• Continuously keeping up-to-date the area related internal knowledge base and prepare required documentation, procedure definitions in order to ensure effective support and knowledge transfer toward 1st line support organization units.
• Coordinate software updates, new release deployment, execute controlled application upgrades.

Education:

• High school Diploma/University Degree in Computer Science or Technical High School Diploma/University Degree

Required IT Knowledge:

• Good understanding of IP/ICMP protocols
• Knowledge and troubleshooting of MS SQL Server 2005, 2008 and 2012
• Knowledge and troubleshooting of Windows Server 2003, 2008 and 2012
• Basic understanding of call switching, control and call management
• Experience with the set up and troubleshooting of server/desktop hardware and software
• Applications Management Experience to maintain, manage and enhance mission critical and support applications on Windows / Unix platforms
• Advanced knowledge of MS Office applications.
• Other expectations:
• Possess strong knowledge of call tracking systems, remote connectivity tools, and other helpdesk tools
• 3+ years experience in application management with large number of users, experience of call centre technology is preferred with CRM technology support skills
• Off hours and weekend availability.
• Excellent verbal and written English communication skills.
• Candidates must possess excellent conceptual and analytical problem solving abilities and must be able to troubleshoot issues in remote locations where on-site technical support is minimal
• Must have good verbal and written communication skills and be able to produce technical documentation
• Must be details oriented, able to work and act independently and able to plan and manage complex projects
• Organizational and analytical skills
• Timetable flexibility and initiative

Following is a plus:

• Microsoft Certifications
• AVAYA PBX, Definity, Media Server, Media Gateway, IVR, IP Telephony technical knowledge and related experience

Physical Demands

• Rotating shifts, off-hours and weekend availability, travel to site (located in other countries) and provide on-site support in case of needs.

Work Environment

• Call centre operations