IDT SYSTEMS SUPPORT (SAP DMS)

Salary: ₱25,000 – ₱30,000 per month

PRIMARY SKILLS:

• Bachelor's degree in Computer Science, Information Technology, or any related course

• 3 years of Relevant Experience

• Troubleshooting (Hardware & Software),Software Installation/Upgrade/Configuration, Cabling, Networking LAN/WAN, Helpdesk Ticketing Support, SAP DMS, Pivot

• Can Start ASAP

Duties and Responsibilities:

• Provide “1st Level Support

1. which shall comprise maintenance and services relating to (1) Help desk telephone and/or online support to identify and resolve problems through standard support documentation (such as knowledge base and FAQ resources), provide technical advice on the use of the Software Products and assist in the recovery of loss data;

2. On-site customer support to identify and define problems, including collecting error logs, checking on system setup, tuning, etc., as well as to resolve simple end user type problems and system level problems (e.g. hardware, network, operating system); and (3) daily activities monitoring, maintenance, and delivery and installation of updates;

• Perform On-Site Service for problems that require on-site resolution after the specified offsite support guidelines have been met.

• Handle the On-Line phone calls, emails, messages and any other forms of communications.

• Log all Client and Distributor End User calls and messages and track until resolution.

• Provide 1st level problem determination and assist Client End Users to determine whether a problem is in hardware, system software, application software, LAN media, network connection, or usage.

• Provide the 2nd level support on the SAPDMS and any other Client purchased applications.

• Provide “2nd Level Support”, which shall comprise maintenance and services relating to determining, diagnosing and resolving problems with the Software at the application level (e.g. involving configuration setting changes) and general patches, updates and maintenance bulletins at the application level which GSSO may from time to time make available

• When necessary, provide training to Client’s Distributors which includes training on latest system updates and functionalities

• Resolve the problem or request, remotely if possible, with the instructions given

• Update Client End Users on the status of the open problem or request

• Provide standard reports on the calls reported.

• Upon receipt of a Service Request from client, log the same on a Google Form or similar medium, and provide an initial response acknowledging the receipt of the same, and incorporating the following details, which shall be communicated to Client Distributor via email, phone or other method of communication designated by Information Professionals, Inc. (“Initial Response”):

• Provide Meaningful Response within the time periods set out above (“the Target Response Time”). Then thereafter proceed to resolve the Service Request before the expiry of the Problem Resolution Time or otherwise ensure that each Service Request is referred to GSSO and any other system service provider in a timely manner so as to allow the resolution of the Service Request within such time limits.