SYSTEM SUPPORT

Job Responsibilities:

• First-Level System Support

  • Provides first-level system support during assigned schedules, which may fall within or outside regular working hours based on operational requirements.

  • Records, categorizes, prioritizes, and monitors system-related requests, issues, and incidents.

  • Diagnoses and resolves common system, application, configuration, and access issues.

  • Determines whether unresolved or complex issues must be escalated to the immediate supervisor or appropriate developer, with complete supporting documentation.

  • Confirms the resolution with users and documents recurring issues and solutions.

• Management of Monitoring Tools

  • Maintains accurate and updated records in the issue log or ticketing system.

  • Monitors open, pending, overdue, recurring, and high-impact system concerns.

  • Creates and maintains dashboards and graphs showing issue trends and status.

  • Prepares periodic assessments and reports on system issues and service performance.

  • Recommends corrective actions or system improvements based on identified trends.

• Communication

  Monitors support channels and promptly acknowledges system-related concerns.

  Provides users with status updates, workarounds, and expected resolution timelines.

  Issues advisories for system downtime, maintenance, restoration, and updates.

  Sends reminders regarding system processes, policies, and user responsibilities.

  Coordinates with users, IT teams, and vendors until concerns are resolved.

Qualifications:

• High School Graduate
• With experience, less than a year is okay
• Knowledgeable MS Office Tool
• Basic Knowledge of POS Systems is desirable