Technical Support Specialist

2 weeks ago

Singapur, Singapore Unison Consulting Pte Ltd Full time
Job Title: Technical Support

At Unison Consulting Pte Ltd, we are seeking a highly skilled Technical Support professional to join our team. As a Technical Support specialist, you will play a critical role in ensuring the smooth operation of our technical processes and systems.

Key Responsibilities:
  • Develop and maintain technical documentation, including Knowledge Base articles and SOPs, to facilitate effective communication of complex technical information.
  • Collaborate with Subject Matter Experts (SMEs) to identify and address recurring production issues and incidents.
  • Work closely with the L1 support team to onboard and review new Knowledge Base articles and SOPs.
  • Review and enhance existing technical documentation to ensure it remains up-to-date and accurate.
  • Prepare and present technical information through PowerPoint presentations.
  • Act as a liaison between L1 and L2 support teams, as well as with L3 support on a case-by-case basis.
  • Compile and analyze monthly incident and problem statistics to support SR management presentations.
  • Track and monitor team KPIs and KPOs.
  • Participate in key incident and problem-related meetings and provide administrative support as needed.
Requirements:
  • Excellent time management and organizational skills.
  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate information with attention to detail and accuracy.
  • Good communication skills to coordinate with cross-functional teams.
  • Ability to design and develop, convey ideas through PowerPoint presentations.
  • Proficient in adopting to organizational processes, procedures, and tools/techniques.
  • Excellent interpersonal and team working skills.
  • Adept at querying and presenting findings.
  • Detail-oriented and diligent.
  • Excellent writing skills.
  • Proficient in using technical terminology.
  • Strong knowledge and experience with Java, J2EE, Spring, Microservices, CI/CD, ITIL processes, Unix, etc.

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