IT Support Associate - Level II

Job Description

Key Responsibilities:

• Performs IT production support according to documented processes for assigned area(s).
• Diagnoses and resolves issues with IT hardware or software components under supervision.
• Installs, configures, or manages IT hardware and/or applications as required.
• Troubleshoots assigned issues following department standards; escalates issues when necessary.
• Utilizes Incident Management system to manage reported issues or requests from end users; logs actions and support provided.
• Provides one-on-one training for less experienced associates on IT support processes and tools.
• Assists with additional IT responsibilities as assigned.
• Familiarizes with SLA (Service Level Agreements) and Operational Level Agreements related to IT services.

RESPONSIBILITIES

Competencies:

• Collaboration: Builds partnerships to achieve shared objectives.
• Effective Communication: Delivers clear communications tailored to diverse audiences.
• Customer Focus: Develops strong customer relationships and delivers solutions aligned with customer needs.
• Instills Trust: Builds confidence and trust through honesty, integrity, and authenticity.
• Manages Complexity: Makes sense of complex information to solve problems effectively.
• Optimizes Work Processes: Identifies and implements efficient processes with a focus on continuous improvement.
• Self-Development: Actively seeks opportunities for growth and development.
• Situational Adaptability: Adjusts approach and demeanor to meet the demands of different situations.
• Incident Management: Maintains and manages reported issues through the Incident Management system.
• Troubleshooting: Diagnoses and resolves customer-identified issues using department standards.
• Problem Solving: Systematically analyzes problems, implements solutions, and prevents reoccurrence.
• Values Differences: Appreciates diverse perspectives and contributions.
• Education, Licenses, Certifications: BE/BTech/BCA/B.Sc. in Computer Science or related field.
• Experience 2-3 years of experience in Oracle EBS.
• 2-3 years of hands-on experience in Power App development.
• 1 year of SQL development skills.
• Certifications: Relevant IT certifications are advantageous.

QUALIFICATIONS

• Candidate should be experienced in Oracle EBS - 2-3 years
• Should have hand on experience of Power App development - 2-3 years
• Should have SQL development skills - 1 year
• Knowledge of any programming language will be an added advantage (Python, C#, ..)