SUPPORT SPECIALIST

More than 150 Alna Software professionals develop individual software solutions by using different technologies in various industries around the world. This requires highly qualified specialists and extensive technological experience. We believe that the power of cooperation and the infinite potential of the individual is the key to success.

Currently we are looking for a Support Specialist for a project with our foreign client. The client is a huge corporation operating in more than 160 countries globally. The fundamental purpose of this position is to provide quality IT services to end-users and support staff.

Support of incidents and service requests according to established IT Service Management (ITSM) processes and procedures, including:

Providing support and management of incidents and service requests according to established IT Service Management (ITSM) processes and procedures.
Accurate recording of client and incidents details and troubleshooting progress.
Pro-actively identify potential issues and act on these in accordance with the established ITSM processes.
Resolution of incidents and service requests, sometimes using automated or standardised and documented resolution processes.
Provide support during late shifts and on-call outside office hours.
User on-boarding and exiting processes, including ICT asset issuing, training and recovery, as directed by the Lead Application Support Administrator.
Escalation of incidents and service requests to higher support levels or specialist support teams in accordance with established ITSM processes and SLAs.
Serve as an escalation point for incidents and service requests raised as an application champion for an assigned suite of line of business services.

Knowledge Management:

Creation of knowledge management records to document identified workarounds, known errors and related procedures.
Standardisation and documentation of common procedures that cannot be easily automated, for execution by other resources or teams; training of team members in the use and execution of manual documented processes.

Automation of common procedures used to resolve Incidents and Change Requests.
Incident/Problem management:

Monitoring of escalated incidents and service requests and liaising with support teams to drive issue resolution and enhance communication with the client.

3-5 years’ experience delivering Information Technology support in a complex, professional environment.
Fundamental knowledge of the ITIL framework and or/other IT Service Management methodologies; 12+ months’ experience working in an environment with processes based on the ITIL framework preferred, including: delivery of services and support to defined service levels, and experience using IT Service Management systems.
Knowledge of MS Office productivity, communication & collaboration technologies (e.g. MS Office/Lync etc.).
Effectively demonstrate the ability to quickly acquire knowledge of the support of complex line of business applications and services.
Effectively demonstrates teamwork, problem solving, initiative and integrity.
Excellent English language proficiency and good interpersonal communication skills.

Knowledge of SharePoint front-end.
Knowledge of SQL scripting.
Knowledge of Encoding languages (i.e. JSON – Perl).

Opportunity to grow on a horizontal career path.
Internal trainings, workshops.
Flexible working hours.
Opportunity to work from home.
Health insurance.
Yoga, dance classes.

We will only contact selected candidates.