Job Description
The role of Sr.IT Product Support involves a significant amount of client contact. As such, the Administrator will be expected to show commitment to clients as well as a keen resolve to finding solutions for their problems in a timely and efficient manner.
Sr.IT Product Support will be expected to investigate and respond to queries from clients and overseas offices. They will be required to analyze potential software faults and determine their validity. This will involve duplication of the problem, analysis of the cause, documentation of the issue, provide bug fix and testing any program changes that are made.
Opportunities will exist to expand into new and different areas as the Sr.IT Product Support gains a thorough understanding of the Unit Registry functionality and related legislation. Some tasks may involve client representation, involvement with training, client upgrades, consulting work, on-site client support work and exposure to other products.
Sr.IT Product Support will be exposed to a wide variety of client issues that will quickly provide a very broad knowledge of the product, the product and the business operations of our client base.
Sr.IT Product Support interprets application logs and/or traces for multiple products and/or architecture components. They use third-party software and operating system logs and/or traces to assist in the identification of problems.
Why You Will Love It Here!
- Flexibility: Hybrid Work Model and Business Casual Dress Code, including jeans, Centralized location – 6 minutes’ walk from Phromphong BTS or 10 minutes’ walk from Sukhunvit MRT
- Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays, Business Leave, Maternity Leave, Ordination Leave
- Your Wellbeing: Medical, Dental, Vision, Life Insurance, Annual Health Check Up, Employee Assistance Program, Well-Stocked Pantry and Provident Fund Contribution
- Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
- Training: Hands-On, Team-Customized, including client University
- Education: Paid further education opportunities for employees who are eligible
- Extra Perks: Bonus Scheme, Stock(s) Allocation for employees who are eligible
Reports to:
- IT Product Support Manager
- Primary responsibilities are to directly deliver and coordinate L3 support activities.
- Work closely with Level 1 and Level 2 support teams, engineering, product development, and quality assurance teams to resolve issues.
- Within your own area of competence, and following agreed procedures, investigates issues and other requests for support and determines appropriate actions to take.
- Work is allocated via a Team Leader.
- Also potentially participates in providing Service Desk phone coverage.
- Within your own area of competence, provide correct responses to requests for support by means of for example: making modifications to system parameters, developing workarounds or site-specific enhancements, reconfiguring systems, changing operating procedures, producing additional documentation, or escalating requests to systems development staff.
- Ensures all work is carried out and documented in accordance with the required standards, methods and procedures.
- Provides detailed personal advice and guidance to all users in the effective use of systems, products and services available to them; demonstrates ingenuity in applying knowledge to non-standard situations.
- Liaises with systems development staff on a defect fix.
- Plans and organizes own work effectively. Undertakes assignments in a systematic manner.
- Work on the Support Hotline on-call as per rostered hours (after a qualifying period).
- Be able to work 7 AM – 4 PM Bangkok time.
What You Will Bring:
- Bachelor’s degree in computer engineering/ computer science/ mathematics or related field.
- 2-5 years’ experience in application support role.
- For 1-2 years in financial application support would be an advantage
- Having a good knowledge of Mutual Fund/Unit Trust will be a plus.
- Excellent written and verbal communication skills with the ability to confidently liaise with a variety of internal and external stakeholders, both technical and non-technical, will be required to support the global client base.
- Excellent technical and problem-solving skills, with the ability to quickly adapt solutions in response to customer feedback.
- Possesses strong interpersonal skills, especially in handling contacts of all types and at all levels.
- Having knowledge of C++, API, SQL, Oracle, any Application server and Databases.
