Deskripsi Pekerjaan
We are seeking a dedicated Mid-senior Support Analyst to join our innovative team. This position offers the flexibility of a remote or work-from-home setup, allowing you to contribute effectively from anywhere in Metro Manila. As a Support Analyst, you will play a pivotal role in maintaining our operational excellence and ensuring high-quality service delivery. Your primary focus will be on troubleshooting complex technical issues, validating software fixes to ensure they meet strict quality assurance standards, and providing independent support to cross-functional teams. You will serve as the technical point of contact, ensuring that user queries are resolved efficiently and that all system changes meet our rigorous quality standards. Additionally, you will document technical processes and collaborate with developers to improve system stability. If you have a passion for technology and a knack for problem-solving, we encourage you to apply. This is a full-time opportunity for a self-starter ready to excel in a fast-paced environment.
Tanggung Jawab
- Diagnose and troubleshoot complex technical issues across various platforms, software applications, and network environments.
- Validate fixes and patches to ensure they resolve user issues without introducing new bugs or errors.
- Provide independent, remote technical support to internal teams and end-users, ensuring minimal downtime.
- Document technical procedures, ticket resolutions, and knowledge base articles for future reference.
- Collaborate closely with developers and QA engineers to communicate technical requirements and feedback.
- Monitor system performance and proactively identify potential issues before they impact business operations.
- Maintain a high level of customer satisfaction by responding promptly and professionally to support requests.
Kualifikasi
- Bachelor’s degree in Information Technology, Computer Science, or a related technical field.
- Minimum of 3 years of proven experience in Technical Support or QA Support roles.
- Strong understanding of IT infrastructure, operating systems, and network protocols.
- Experience working in a remote or hybrid work environment with excellent self-management skills.
- Familiarity with ticketing systems (e.g., JIRA, Zendesk) and remote collaboration tools (e.g., Zoom, Slack).
- Excellent verbal and written communication skills in English.
- Detail-oriented with a strong commitment to quality assurance and process improvement.