Our client, a leading insurance group is looking for an Application Support Associate to provide Level 1 Support and incident management its flagship digital technology platform. The selected candidate will be maintaining the L1 Support and provide the best support services with its users. This role also has the chance to grow to a team leadership position.
– Provide Level 1 Application Support of the digital platform. Understand and analyze services reports from the call center, helpdesk, and occasionally directly from the users.
– Provide Incident Management and raise support tickets. Track the incidents through resolutions.
– Coordinate with developers and systems team on resolutions. Communicate with users to ensure the issues are resolved in an effective and efficient manner.
– Bring together Operations, IT, and Infrastructure teams during critical incidents and lead preventative action planning.
– Provide on-call support. Schedule the support team after office hours, weekend, and holiday support.
– Around 7 – 10 years of experience in application support / IT service support.
– Experience in supporting digital platform applications.
– Technical understanding of mobile apps, application server, database, network, MS Azure cloud
– Experience in providing effective and clear communication between end-users and technical teams.
– Strong problem-solving mindset and techniques.
– Excellent communications skills in English and Chinese (Cantonese)
– Strong incident management experience. Helpdesk support experience is good to have.
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