IT Support Engineer, Associate

Position Summary

Provides application support for a specific set of Infor products and other third-party reporting application. This role is required to work on shifting schedule (either APAC,EMEA or US)

Essential Duties

• Responsible for maintaining clear, concise, and timely communications with affected parties during the investigation and resolution of any individual or system-wide outage
• Track and monitor application issues through the centralized ticketing system.
• Responds to incidents, record incident activity and solving problems
• Able to work independently utilizing all available support material and tools to successfully resolve problems or refer to appropriate escalation process
• Performs user administration to internal applications.
• Manages workload effectively and provides accurate accounting of work and time allocation.
• Maintains and creates documentation around technical troubleshooting and best practices. The goal is to improve self-reliance and reduce dependency on the availability of development or external team resources for the initial troubleshooting and resolution of incidents or outages
• Provides input regarding methods to increase operational efficiencies and technical product improvements
• Become internal expert on supporting Infor software and other enterprise products

Basic Qualifications

• 2+ years of previous application support
• 1+ years’ experience of SQL (Microsoft/Oracle/DB2/Postgre)
• Strong analytical skills.
• Ability to consistently perform in a high pressure, deadline oriented global environment.
• Good organizational skills.
• Clear communication skills in both verbal and written/electronic mode.
• Familiar with basic function of Reporting applications
• Knowledgeable on any of the Reporting Applications (Birst / Power BI/ Tableau / SSRS / Domo)

Preferred Qualifications

• 2+ of application and/or business process experience.
• Proven software application troubleshooting skills.
• Background in functional business area
• Solid track record in an operational/support role, understands incident, problem or change management and how to drive stability across organizations.
• Strong and keen focus on operational performance metrics and trend analysis
• Ability to write a SQL script from scratch and ability to understand existing scripts
• Knowledge on Microsoft Power Platforms