Application Support (Helpdesk)

Responsibilities:

- TCS Application Support Duties and Responsibilities

- Responds on-time to Toll Collection System requests for technical assistance either in person via OTRS Ticketing System phone chat or email.

- Conducts initial investigation on the new and recurring TCS issues.

- Identifies and escalates situations requiring urgent attention.

- Diagnose and resolves technical hardware and software issues.

- Tracks and routes problems and requests and document resolutions.

- Reviews and updates knowledge-based documents for TCS issues resolution references when applicable.

- Advise end user on the appropriate action that should be performed in the system.

- Log all helpdesk interactions

- Redirect issues to the involved resource

Qualifications:

- Bachelors degree

- With at least one year or more technical support or IT Service Desk experience

- Working knowledge of fundamental operations of relevant software, hardware and other equipment

- Experienced researching, analyzing and interpreting automated system problems

- Related experience and training in troubleshooting and providing help desk support

- Knowledgeable in SQL is a plus.

- Can work with minimum supervision

- Willing to work non-traditional schedules, weekdays off, and holidays.

- Willing to be assigned in Sta. Rita Bulacan preferably residing in Bulacan.