Candidate must possess at least a Bachelor’s Degree, Master’s Degree / Post Graduate Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication), Mathematics, Science & Technology or equivalent. Experience at least 5 year(s) of working experience in the related field is required for this position. Preferably Manager / Assistant Managers specializing in IT/Computer – Software or equivalent. Familiarity with remote desktop applications and help desk software. Hands-on experience with Windows/Linux/Mac OS environments. Ability to diagnose and troubleshoot basic technical issues Having experience in Banking industry & application is plus (ex: Treasury system, ATM, switching, etc). Good command in English.
Taking ownership of customer issues reported and seeing problems through to resolution
Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Ask customers targeted questions to quickly understand the root of the problem
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting.