Job Description

• Handling Level 2 support of software applications • Providing operational assistance for the client • Interface with user to provide assistance on operational requests • Respond to user inquiries regarding software issues • Troubleshooting issues • Work with Development and Infrastructure teams to resolve issues • Ensure issues are resolved within the defined SLA • Follow up with user to ensure issue has been resolved • Identify and escalate situations requiring urgent attention • Monitoring of application usage • Inform management of recurring problems • Stay current with software features, changes and updates • Generate ad-hoc reports based on user's request • Providing software manual booklet • Training new user and the new feature of system to all users • Develop training materials and produce and train users according to software changes • Providing test case and test data • Test software new feature in testing environment according to its test case and test data • Data conversion and control user's massive data to convert to production environment • Document support project's activities & events.