L2 Application Support Specialist

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Skills you'll use

What you'll do

• Act as the first point of contact for all user support related queries regarding the core Applications
• Responsible for resolving & escalating user request tickets
• In charge of the inventory of all the Applications used in the company as well as regular check of Active and Inactive Applications in the companies internal Ticket/Asset Management tool
• Responsible for taking internal and external calls from the users regarding Application related incidents or service requests
• Ensure proper documentation, notification, escalation, tracking & follow up of all incidents/ service request
• Regularly provide statistical reports about support cases and incidents, review issues & propose corrective actions
• Level 2 support for all IT internal Applications (L1 support when no Application Specialist in the team or deputizing)
• Look for opportunities how to proactively improve the customer service and internal processes by identifying repeat issues or service risks and aid in prevention
• Take lead role on projects and extended tasks but also supports if the Application Specialist is not available
• Support the Manager with some high priority tasks or difficult customers
• Support Business with Communications of changes for existing or new Applications

Who can apply

• Diploma in Computer Science, Information Technology or relevant discipline
• At least 5 years' experience in user support focus on Application Support
• Strong problem solving and system troubleshooting skills
• Technically proficient in Microsoft Office and use if Ticketing Systems
• Good command of written and spoken English and Cantonese / Mandarin
• Good interpersonal and communication skills
• Capability to work under pressure & fast path demanding environment
• To be available immediately/ at short notice

Perks & benefits

Interview & selection process

3 rounds — typical selection flow for this role:

1. 1Apply — submit your profile through SRKay's online portal
2. 2Screen — initial review and comprehensive phone screening
3. 3Interview — technical assessments and cultural-fit interviews
4. 4Offer

About SRKay Consulting Group

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