Technical Support Specialist for ERP Applications
6 days ago
Salary: $60,000 - $80,000 per annum.
About the RoleWe are seeking a highly skilled Technical Support Specialist to join our IT internal Application Support team at LIDL & KAUFLAND ASIA PTE. LIMITED. The successful candidate will be responsible for supporting our internal ERP Applications and other core Applications.
Key Responsibilities- Provide first-level support for all user queries related to the core Applications;
- Responsible for resolving and escalating user request tickets;
- Manage the inventory of all Applications used in the company, as well as regular checks on Active and Inactive Applications in our Ticket/Asset Management tool;
- Take internal and external calls from users regarding Application-related incidents or service requests;
- Ensure proper documentation, notification, escalation, tracking, and follow-up of all incidents/service requests;
- Regularly provide statistical reports about support cases and incidents, review issues, and propose corrective actions;
- Level 2 support for all IT internal Applications (L1 support when no Application Specialist is available or deputizing);
- Look for opportunities to proactively improve customer service and internal processes by identifying repeat issues or service risks and aid in prevention;
- Take lead roles on projects and extended tasks, but also support if the Application Specialist is not available;
- Support the Manager with high-priority tasks or difficult customers;
- Support Business with communication of changes for existing or new Applications.
- Diploma in Computer Science, Information Technology, or relevant discipline;
- At least 5 years' experience in user support focus on Application Support;
- Experience in PLM;
- Strong problem-solving and system troubleshooting skills;
- Technically proficient in Microsoft Office and use of Ticketing Systems;
- Good command of written and spoken English;
- Good interpersonal and communication skills;
- Capability to work under pressure in a fast-paced environment.
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