Technical Assistance Professional
4 days ago
About the Job
We are seeking a talented Technical Assistance Professional to join our team at OneByZero. In this role, you will be responsible for providing technical assistance to clients and ensuring the smooth operation of business-critical software applications.
Key Responsibilities
Process Health Check:
- Validate and oversee Start-of-Day and End-of-Day processes.
- Generate and deliver system health check reports.
- Detect and escalate system issues promptly.
System Monitoring:
- Continuously monitor the Process Dashboard for anomalies.
- Report discrepancies to L2 support and keep detailed records of issues.
- Liaise with internal and external stakeholders for issue communication.
- Gather and convey detailed information on application/network/hardware issues to L2 support.
- Log incidents in the IT Service Management tool and route tickets accurately.
- Facilitate issue resolution by providing in-depth issue descriptions to L2 teams.
- Implement documented workarounds for known issues and contribute to process documentation.
- Draft and maintain system documentation including user manuals, guides, and FAQs.
Requirements
The ideal candidate will possess a Bachelor's degree in Computer Science, Engineering, or a related field, with a minimum of 6 months of experience in one or more of the following roles: Helpdesk Representative, Maintenance Specialist, or Customer Support Specialist.
Skills and Qualifications
Analytical:
- Proficient in problem detection, data analysis, and drawing logical conclusions.
- Capable of researching, evaluating, and synthesizing system monitoring data into actionable insights.
Communication:
- Exceptional command of English, both in written and verbal forms.
- Effective coordination with users and management, both internally and with third-party stakeholders.
- Responsive and constructive in addressing user inquiries or concerns.
Work and Relationship Management:
- Strong organizational skills with the ability to prioritize tasks and manage time effectively.
- Ability to work independently with a flexible work schedule.
- Autonomous in managing multiple tasks with minimal oversight.
- Dedicated to forging and nurturing strong relationships both within and outside the organization.
Benefits
We offer a competitive salary and benefits package, a vibrant work environment, and numerous opportunities for professional growth.
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