Job Summary

• The successful candidate will join our team as a Level 2 Application Support Engineer in the IT department.
• (S)He will report to the Application Support Lead and will be responsible for managing the resolution of application and system issues that arise across a business.
• (S)He will primarily be responsible and accountable for the performance of all applications within the IT ecosystem. The individual will also provide timely support for the daily operation of business applications.

Key Responsibilities

• Must provide application support 24X7.
• Collect customer requests and data.
• Attend to customer phone calls.
• Respond to user emails promptly.
• Must ensure all application downtime or service downtime has RCA and also all preventive and correction action in the RCA implemented.
• Possessing specialist knowledge of operating systems, devices, applications, and software
• Assisting with systems integrations 8. Maintaining and updating technical documents and procedures
• Identifying and resolving technical issues
• Preparing maintenance plans and upgrading schedules for the organization’s systems
• Sharing of daily health status of all critical applications in IT ecosystem.
• Provide timely and high-quality L1 and L2 support for all AT applications.
• Escalate L3 support requests to vendors, IT leadership and other business stakeholders or Developers as necessary, track issue through to completion.
• Develop recommendations for application enhancements using comprehensive reporting and results of trend analysis identifying user issues.
• Build and maintain ownership of knowledge base for commonly encountered issues within applications.
• Under the direction of the Service management Lead develop, implement, and enforce workflows to streamline application support.
• Author and oversee all technical documentation necessary to facilitate usage and adoption of applications, including user and admin guides; routinely review documentation to ensure accuracy.
• Level 2 personnel take queries from Level 1.
• In-depth troubleshooting and backend analysis
• Reviews the work order from a Level 1 specialist to determine how much support was provided, what the client issue is, and how long the client has worked with the Level 1 agent.
• Communicates with the user for an in-depth analysis of the problem before providing a solution.
• In-depth training to end users.

Qualification Required & Experience

• Extensive experience in same or similar position.
• ITIL certification is an advantage.
• Bachelor’s degree in computer science engineering (or related technical discipline)
• 2-4 years of relevant experience in end user support technical customer support with a strong customer interaction experience
• Good debugging skills
• Have must some programming skills as well as SQL.
• Passion to be a part of a hardworking and winning team.
• Willing to work in a 24x7 environment and provide weekend coverage.
• Ability to multitask in a fast-paced environment.
• Excellent ability to learn and articulate software-related and technical concepts.
• Strong active listening skills and excellent written and oral communications skills
• Excellent Customer Service Orientation
• Strong attention to detail when communicating with customers (verbal & written)
• Ability to empathize with customers and convey confidence.
• Strong documentation skills
• Working knowledge of SQL, Java related technologies.

Core Competencies:

• Must provide application support 24X7.
• Collect customer requests and data.
• Attend to customer phone calls.
• Respond to user emails promptly.
• Must ensure all application downtime or service downtime has RCA and also all preventive and correction action in the RCA implemented.
• Possessing specialist knowledge of operating systems, devices, applications, and software
• Assisting with systems integrations
• Maintaining and updating technical documents and procedures
• Identifying and resolving technical issues
• Preparing maintenance plans and upgrading schedules for the organization’s systems
• Sharing of daily health status of all critical applications in IT ecosystem.
• Provide timely and high-quality L1 and L2 support for all AT applications.
• Escalate L3 support requests to vendors, IT leadership and other business stakeholders or Developers as necessary, track issue through to completion.
• Develop recommendations for application enhancements using comprehensive reporting and results of trend analysis identifying user issues.
• Build and maintain ownership of knowledge base for commonly encountered issues within applications.
• Under the direction of the Service management Lead develop, implement, and enforce workflows to streamline application support.
• Author and oversee all technical documentation necessary to facilitate usage and adoption of applications, including user and admin guides; routinely review documentation to ensure accuracy.
• Level 2 personnel take queries from Level 1.
• In-depth troubleshooting and backend analysis
• Reviews the work order from a Level 1 specialist to determine how much support was provided, what the client issue is, and how long the client has worked with the Level 1 agent.
• Communicates with the user for an in-depth analysis of the problem before providing a solution.
• In-depth training to end users.

Location: Accra

How To Apply For The Job

Interested and qualified applicants should send their Applications & Curriculum Vitae to:

Recruitment@at.com.gh

Kindly indicate the role you are applying for in the email subject.

Closing Date: 22 November, 2024

Ready to be part of our dynamic and innovative team? At AT, we enhance the value of our employees by providing long-term growth and opportunities in an ever-evolving work environment. Our values are at the core of what we do and represents who we are, Simplicity, Transparency and Relevance. Initiate your journey to be part of our world-class team and experience a rewarding career.