Jnr. Technical Support Specialist

The Jnr. Technical Support Specialist's main responsibility is to provide technical support and troubleshooting services to end-users ensuring that applications/systems are working properly to accomplish organizational tasks.

 QUALIFICATIONS & EXPERIENCE:

•  Bachelor of Science Degree in Computer Science, Information Technology or similar field OR 1-2 years experience in an IT environment.

 SPECIALISED SKILLS, TECHNICALS/LEARNED DISCIPLINE:

• Ability to learn, absorb and retain information quickly.
• Excellent analytical and problem-solving skills
• Keen attention to detail
• Ability to conduct research into a wide range of computing issues as required.
• Ability to present ideas in user-friendly language.
• Excellent time management skills
• Good stress management skills
• Excellent customer service skills
• Excellent oral and written communication skills to effectively communicate solutions to both technical and non-technical end-users.
• Patience and resourcefulness with a desire to help others.
• Strong documentation skills
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

DUTIES and RESPONSIBILITIES:

 Handling System related issues

• Receive incoming help requests from end users via emails, telephone, face to face in a courteous manner.
• Troubleshoot issues effectively in order to diagnose the problem and provide a solution.
• Prioritize and schedule problems and end-user queries.
• Escalate issues to vendors for investigation and a timely resolution.
• Perform post-resolution follow-ups to end users to ensure customer satisfaction.

  DOCUMENTATION:

• Document all pertinent end user identification information including name, department, contact information and nature of problem or issue.
• Maintain records of completed and pending job requests for bug fixes enhancements and new features.
• Evaluate documented solutions and analyze trends for ways to prevent future problems.
• Create user-friendly manuals as a point of reference to assist new and existing users to use the different systems to perform daily tasks.

Develop and maintain rapport with software vendors

• Develop and maintain rapport with software vendors.
• Develop and maintain good relationships with software vendors to maintain proper software operation for end users to effectively accomplish organizational tasks.
• Build rapport and elicit problem details from vendors.
• Improve existing programs by reviewing objectives and specifications, evaluating proposed changes, recommending changes and making modifications.

Testing

• Test fixes and enhancements to ensure problems are adequately resolved.
• Evaluate new releases for varying systems to ensure consistency with requirements.

System Training

• Train users across the Yello Media Group territories (remotely and onsite) to use the systems to execute daily tasks.
• Reports and Meetings
• Report/Escalate system issues to the relevant personnel.
• Circulate weekly reports of system issues to the relevant personnel for discussion with vendors.
• Compile Ad-hoc reports for system and end-user queries.

 SPECIAL CONDITIONS ASSOCIATED WITH THE JOB:

•  Normal office environment.
• Overtime will be required.
• Overseas travel to other offices may be required from time to time.
• Local travel to external IT service providers will be required.
• Must have the ability to obtain a US or relevant visa.

Note: These responsibilities may be reviewed and updated from time to time to keep aligned with the company’s needs.

                                                    Application Deadline of August 25, 2023