Responsibilities:
- Follow established processes to help customers identify application issues, research solutions in our knowledge base, and propose resolutions to customers.
- Clarify standard application functionalities and advise customers on proper use cases.
- Diagnose and troubleshoot technical issues, including those related to surrounding systems or applications.
- Maintain, track, and update incident/problem statuses in the global tool (ServiceNow), ensuring cases are created, updated, and resolved within service level agreements (SLAs).
- Escalate unresolved incident cases to defined internal and external teams following agreed-upon workflows in a timely manner.
- Collaborate with our global team to perform knowledge transfers in both directions and participate in process improvement activities.
Knowledge/Experience/Qualifications:
- Hold a Bachelor's degree in Information Technology, Computer Science, or Engineering.
- Have two or more years of experience working in an IT company, IT department, or related business areas.
- Possess knowledge in business process-oriented applications, such as MES or ERP.
- Possess excellent communication and interpersonal skills and be business-level proficient in English, both verbally and in writing.
- Have an analytical way of thinking and problem-solving skills.
- Ability to work flexible hours, including two shifts (9:00 am - 6:00 pm, 2:00 pm - 11:00 pm).
Beneficial experience:
- Working experience with MES and ERP applications is a plus.
- Knowledge of ITIL Foundations is a plus.
- Knowledge of writing SQL queries in an Oracle database, basic programming knowledge, and the ability to read and understand scripts and analyze system logs is a plus.
- Understanding of Operating Systems Windows and Linux is a plus.
