System Support & Implementation Specialist (Lv 2)

• Triage, resolve/ escalate and prioritize problems to Development Team.
• Assist end users in resolving software questions via telephone calls and email communication, diagnosing problems, and performing troubleshooting activities.
• Understand a situation or problem, analyze, and interpret data, clearly present solutions, and make recommendations to the client.
• Promote excellence in client support identify, review, and suggest strategies to improve service quality and efficiency.
• Perform the installation and setup of the software, making sure the system meets the client’s needs.
• Deliver product training to our new and existing client base.
• Represent our clients in product and enhancement discussions to help improve the products and services that are being delivered.

Job Requirement

• Experience in quickly learning new software applications and being open to innovative and challenging ideas.
• Excellent communication skills and proficiency in English (spoken and written).
• Demonstrate a sound knowledge of SQL Server / Microsoft Access.
• Ability to context switch and multi-task.
• Demonstrate extensive knowledge of Microsoft Excel & Word.
• Have a flexible can-do approach, high attention to detail, and demonstrate excellent interpersonal and time management skills.
• 5 years of experience in IT Support or similar role.

The Ideal Candidate (preferred but not essential)

• Self-directed demonstrates a desire for a long-term commitment to the role.