Application Support Specialist

We are one of the largest Information Technology (IT) consulting and managed services provider in the region which have also listed on the local stock exchange market. We serve clients from government departments, non-government organizations, educational institutes, multinational corporations, and small & medium companies across various industries.

👀Overview

Serving as a Level 2.5 support layer, the Application Support Specialist helps the regional IT Helpdesk resolve Business Application incidents across the organization. Drawing on knowledge transferred from Business Application experts, the specialist resolves incidents directly within the IT Helpdesk, cutting down the need for outbound escalation.

🏋️‍♂️Responsibilities:

• Support the IT Helpdesk service in Asia regions.
• Serve as a key second-level technical escalation point for the IT Helpdesk agents.
• Diagnose, investigate, and resolve Level 2 to Level 2.5 business application incidents.
• Take ownership of business application incidents end-to-end — coordinating resolving parties, ensuring effective communication with stakeholders, and driving post-incident reviews.
• Escalate incidents to business application experts (L3) and collaborate with them on resolution.
• Develop standard procedures for responding to Business Application incidents, with support from L3 experts.
• Outline scripts for IT Helpdesk agents to follow when communicating with users and stakeholders about business application incidents.
• Ensure all processes are regularly reviewed, updated, and automated wherever possible.
• Ensure all team members have access to training guides.
• Use the incident management tool to track, monitor, and support incident response.
• Maintain the Application Support Specialist knowledge database.
• Manage application access rights.
• Train and provide knowledge transfer to IT Helpdesk agents and on-site teams.
• Undertake any ad-hoc tasks assigned by management from time to time.

🚩Requirements:

• A minimum of 3 years' experience in the IT field.
• Proficiency in both written and spoken English.
• Ability to communicate in M A N D A R I N is an added advantage.
• Strong communication skills, with the capacity to coordinate and collaborate with EMEA and AMER counterparts to advance service improvement ideas and goals.
• Demonstrated hands-on experience with retail business applications, encompassing office applications (e.g., Teams, Zoom, Yammer) and the majority of marketplace Digital Workplace solutions.
• A self-motivated individual capable of working independently with minimal supervision.
• Good knowledge of ITIL disciplines.
• A willingness to support and mentor junior staff.
• The ability to manage and prioritize tasks and time efficiently.
• Demonstrated initiative and a proactive approach to daily responsibilities.
• A passion for troubleshooting and for increasing the frontline team's resolution rate.

We offer excellent career opportunities, a decent remuneration package and fringe benefits including, public holidays, various types of leave, discretionary bonus & medical claims. If you have the desire to join us, please send us your resume immediately with your present & expected salary by clicking “Apply Now”.

(The information provided will be used for employment-related purposes only. All information of unsuccessful applicants will be destroyed within six months)