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.