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Technical Support Specialist

2 maanden geleden

Bergen op Zoom, Noord-Brabant, Nederland Quistor Voltijd

Due to the expansion of our international Managed Services Technical division, we are seeking a Service Desk Analyst. The primary objective is to ensure the operational continuity of critical Oracle systems for our clients by actively monitoring performance and addressing any issues, problems, or errors that may occur, in addition to executing standard documented procedures.

Based from Mexico or the Philippines, you will collaborate closely with our other service centers located in The Czech Republic, Spain, and Mexico.

Key Responsibilities:

  • Act as the initial point of contact for all customer inquiries.
  • Conduct daily health checks and monitor client systems by detecting, filtering, and classifying various events. Provide first-line investigation and diagnosis.
  • Document all relevant incident and service request details, assigning categorization and prioritization codes, and resolve those incidents or requests that do not require escalation.
  • Escalate incidents or service requests that cannot be resolved within the agreed timeframes.
  • Execute agreed-upon technical tasks and change requests as documented.
  • Maintain communication with users, keeping them updated on incident progress and notifying them of any upcoming changes or scheduled outages.
  • Demonstrate a proactive attitude, enjoy teamwork, and be willing to work in 24/7 shifts while continuously seeking to learn and improve. Effective and timely communication is essential.

Required Qualifications and Experience:

  • Proficient in computer systems with strong technical skills at the bachelor level, capable of acquiring extensive knowledge in Oracle – JD Edwards.
  • Fluent in English, both spoken and written, in addition to the local language of the office. Knowledge of additional languages is a plus.
  • Practical experience or knowledge in the relevant field from previous roles or education.
  • Excellent organizational and communication skills, with a willingness to work in shifts.
  • Familiarity with Procedures and Policies, ensuring clear and precise reporting.
  • Ability to remain calm under pressure, self-motivated, adaptable, diligent, and detail-oriented.
  • Strong numerical and verbal reasoning skills are essential.

We offer:

  • Integration into a dynamic and flexible multinational team.
  • The opportunity to enhance and develop your personal skill set, paving the way to becoming an internationally experienced IT consultant.