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Technical Support
2 weeks ago
Job Responsibilities
- Create detailed Knowledge Based articles, SOPs, and supporting documents to simplify complex and technical information.
- Develop and share technical information through various communication channels using available tools and devices.
- Analyze recurring production issues and collaborate with Subject Matter Experts to develop KBs and SOPs.
- Collaborate with the L1 support team to regularly implement KBs and SOPs.
- Review and update current KBs and SOPs with the latest information.
- Present information effectively through power point presentations.
- Act as the main liaison between L1 and L2 support teams, and occasionally with L3 on specific cases.
- Compile monthly incident and problem statistics and assist in creating presentations for senior management.
- Monitor team KPIs and KPOs.
- Participate in key incident and problem-related meetings.
- Provide administrative support when necessary, such as drafting memos.
Requirements
- Strong time management and organizational skills.
- Excellent analytical skills to gather, organize, analyze, and communicate information with precision.
- Effective communication skills to collaborate with multiple teams.
- Ability to creatively convey ideas through power point presentations.
- Proficient in adapting to organizational processes, procedures, and tools.
- Outstanding Interpersonal and teamwork skills.
- Skilled at handling queries and presenting findings.
- Detail-oriented, diligent, and possess excellent writing skills.
- Proficiency in using technical terminology.
- Experience with Java, J2ee, Spring, Microservices, CI/CD, ITIL processes, Unix, etc.
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