Enterprise Application Support Specialist

Job description

Acts as Tier 2 support who’s responsible for resolving, coordinating and managing the issues related to the various enterprise applications of Fluor. Other responsibilities also include user access management, software installation, project profile creations, troubleshooting errors, maintaining licensing database and end user application support for how to’s and frequently asked questions. Additional ad hoc tasks may also be included on the job responsibilities depending on the business need.

Roles and Responsibilities

  • Process service requests and incident requests related to the supported Enterprise Applications of Fluor (E.G. SAP, Primavera, Cobra)
  • Act as an IT liaison to improve communication and customer satisfaction
  • Respond to and perform first level troubleshooting, as necessary, of technical issues via phone or email or chat
  • Follow standard Service Desk procedures
  • Escalate or redirect problems or requests to appropriate support
  • Handle and escalate high-severity tickets
  • Document actions taken and resolution steps to keep users updated of the progress of the ticket
  • Track incident and service request tickets until
  • Interact with customers or clients about the project status and solve their technical issues if any
  • Research and investigate on new or unfamiliar issues that may arise while utilizing available tools & resources
  • Coordinate with other support groups or vendor service providers to keep service level objectives

(SLO) at satisfactory level.

Participate in and support new project initiatives as they come Stay current with system information, changes and updates Maintain Service desk standards and key metrics

Education and Experience

  • College degree or relative work experience
  • At least two years of relevant IT and Level 2 BPO Service Desk operations work
  • Knowledge of relevant call ticket tracking applications
  • Knowledge of supporting SAP, enterprise forecasting & planning tools (Primavera & Cobra) is an

advantage but not required

Sound knowledge and experience of customer service practices

Key Competencies

  • Excellent oral and written English communication skills
  • Strong inclination to learning and on-boarding new projects or initiatives
  • Strong customer service orientation
  • Quick adaptability and flexibility
  • Amenable to rotating work schedule including night shift, extended work hours, holiday and/ or weekend
  • Good planning and organization skills
  • Keen attention to detail
  • Strong stress tolerance
  • Works with minimal supervision
  • Keen problem analysis and problem-solving skills Good multi-tasking skills

Why Apply at Phil-Data?

Competitive salary package (commensurate with work experience)
Competitive commission and Incentives
Promotes work-life balance

For Human Resource inquiries and career opportunities, you may also email us at jobapplications@phildata.com  or upload your profile here: http://www.phildata.com/phildata/careers/

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