IT Product Support

Job Purpose:

• Offer advanced technical expertise and troubleshooting assistance to team members and end users.
• Resolve complex technical issues.
• Provide guidance on problem-solving strategies, and ensure timely resolution of IT support tickets.

Responsibilities:

• Offer advanced technical expertise and troubleshooting assistance to team members and end users.
• Inspect and rectify errors in cases where IT Support is unable to resolve them.
• Coordinate with the development team to rectify errors until the production process is completed.
• Ensure that the system is functioning correctly and efficiently and address any issues that arise in the system.
• Ensure that problems are tracked and fully resolved within the designated timeframe and prevent them from recurring.
• Identify and propose system improvement strategies to enhance system stability (monitoring resources, application alerts, health check etc.)
• Provide advice to IT Support for system usage, including offering guidance and assistance in resolving operational issues.
• Collect and compile data and reports on system-related problems and escalate them to the appropriate team.
• Resolve issues within the specified timeframe to ensure uninterrupted business operations.

Qualification:

• Bachelor&aposs degree or higher in Information Technology, Computer Science, or a related field.
• Experience of at least 5 years in a technical support role, preferably in retail business.
• Excellent communication, interpersonal, analytical, and problem-solving skills.
• Proficiency in programming languages such as Golang, Kotlin, and .Net.
• Proficient in working with databases, including MongoDB, MySQL, and MS SQL Server.
• Intermediate-level proficiency in using Kubernetes, Kibana, and Grafana.
• Basic knowledge and skills in network, Unix, and cloud computing platforms such as GCP, Huawei Cloud, or AWS.
• Be able to investigate technical problems.