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Application Support Analyst

Job Type

Full Time/Permanent ( Second Shift (Afternoon) )

Job Location

Islamabad

Assignment Detail

Industry

Information Technology

Total Position

Department

Customer Support

Gender

No Preference

Minimum Education

Bachelors

Career Level

Experienced Professional

Required Experience

3 Years - 6 Years

Apply By

Dec 25, 2023

Posted On

Sep 25, 2023

Job Description

The Division

AMT-SYBEX has been providing business critical solutions to customers in the energy, utilities, and transport sectors for over 30 years. We deliver Enterprise Asset Management solutions to a range of asset-centric companies.
As part of the Jonas Group of companies, we offer excellent opportunities for progression throughout the UK, Ireland and globally.
Division Link: https://www.amt-sybex.com/

The Position

The EAM Support team provides premium Enterprise Asset Management Application Support and has a vacancy for an enthusiastic and dedicated Support Analyst, reporting to the EAM Support Team.
The position provides customer support across various sectors for our Enterprise Software Applications including:

Hitachi Energys Ellipse
IBM Maximo
AMT-SYBEX - Asset Information Broker (AIB) and Affinity System Reach,

As a team member you will provide timely and efficient application and technical support to customers. Using sound judgement and taking decisions within established procedures for each case you will diagnose and skilfully identify and apply prioritization to ensure all are managed within Service Level Agreements with quality standards to maximize customer satisfaction. Product training and familiarisation will be provided.

The role will require support experience aligned with ITIL and service management in the IT industry. The candidate will work out of the Contour Software offices, as part of the resource-center team, an extension of the remote team that has teams across the Europe.

JOB RESPONSIBILITIES:

Logging incidents received directly from end users via email into our Incident Management System.
Provide Case diagnosis to inform resolution.
Progression and Resolution of Incidents, provide 2nd and 3rd level product support to customers for their solutions including its users and associated services and configurations.
Proactive application checks & system monitoring
Ensure customers are kept updated on progress of reported incidents.
Prioritisation and management of workload and tasks, working within contractual Service Level Agreements
Take ownership of assigned support incidents and escalate issues where appropriate to ensure the progression and resolution.
Collaborate with support, development, and testing teams to deliver resolutions to support incidents.
Deployment of releases

JOB QUALIFICATIONS:

Bachelors Degree, preferably in a technical discipline. Computer Science Majors most preferred.
Minimum 3 years of experience in a similar role (customer application support)
Willing to go the extra mile with a strong work ethic; self-directed and resourceful
Excellent Communication. You know what to say and more importantly, how to say it.
Strong analytical and problem-solving experience
Track record of delivering in an excellent customer focused environment
ITSM service desk experience, ServiceNow preferable.
Incident, Problem, Knowledge, and Change disciplines
Experience of using Windows operating systems & Office products
Good technical knowledge of Microsoft SQL server and Oracle database technology and query tools.

Nice to Have:

ITIL4 Foundation preferable
Exposure to development languages such as Java, Groovy, Python.
Exposure or knowledge of IBM Maximo
Experience supporting Asset Management customers and applications preferred

Your Personal Characteristics will include:

Excellent verbal and written communication skills
Must be goal-oriented and able to work independently as well as coordinate efforts with other team members on customer issues.
Logical and analytical, with a methodical approach to problem solving.
Solution focused, with ability to prioritise.
Persistent and resilient under pressure, with a good sense of humour
Accurate with a high attention to detail.
Good team player, yet willing to take personal responsibility.
Self-motivated, resourceful, and keen to learn and share knowledge.
Enthusiastic, motivated, empathetic, and professional
Flexible and hardworking approach
Excellent administrative and organizational skill
Able to manage multiple tasks.
Able to remain calm under pressure and problem solve accordingly.
Commitment to quality and customer satisfaction
Perseverance to complete activities both individually and as a team

Work Shift Timings:

1 PM to 9 PM Pakistan Time (9 AM to 5 PM UK Standard Time)
Out of hours work may be required from time to time.

Exciting Benefits we offer:

Market-leading Salary
Medical Coverage – Self & Dependents
Parents Medical Coverage
Provident Fund
Employee Performance-based bonuses
Home Internet Subsidy
Conveyance Allowance
Profit Sharing Plan [Tenured Employees Only]
Life Benefit
Child Care Facility
Company Provided Lunch/Dinner
Professional Development Budget
Recreational area for in-house games
Sporadic On-shore training opportunities
Friendly work environment
Leave Encashment

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