Helpdesk Support Engineer (TMS0004)

hammerjack is an innovative Australian company that specialises in offering top-tier skilled professionals in various fields, including but not limited to Administration, Finance and Accounting, IT Programming, Engineering, Sales and Marketing, and many others.

Whether you prefer a hybrid or work-from-home setup or the full office experience, hammerjack provides all employees with the opportunity to enjoy the benefits of an eco-friendly workplace, a playroom, free meals, and unlimited access to a built-in bar stocked with drinks and snacks.

It's a place where professionals are inspired to advance and innovate, adapting to the "new normal" of today's world.

What’s in it for you?

• Competitive Salary
• Flexible Work Arrangement
  
• Retention Bonus (Up to Php 100,000)
• Health Coverage for you and one of your qualified dependents on Day 1
• Day shift (AU Time zone) + Fixed Weekends Off
• Paid Time Offs - can be converted into cash
• Government Mandated Benefits – 13th-month pay.
• Group Life Insurance

Additional Perks and Benefits:

• Work from Home Equipment Provided
• Free Access to Bar (Unli Premium Coffee, Soda, Tea, and Booze)
• Free Meal every Wednesday
• Monthly Employee Engagement activities
• Wellness Programs
• Townhall Events
• Christmas Events, Year-end Parties
• Outings
• Team Building
• Acoustic Jamming Sessions

JOB OVERVIEW

Application support analysts are responsible for fixing application and system problems or any incident that is disrupting the application service that business users depend on.

The role also involves providing exemplary service to clients in handling technical inquiries, proactively managing all application support issues, and maintaining the stability of Compliance’s Software Products.

DUTIES AND RESPONSIBILITIES

• Responsible for monitoring and responding to open tickets submitted through an incident management system.
• Troubleshoot and escalate alerts that cannot be resolved to the appropriate section
• Prioritize and handle service requests and incidents
• Progress issues and provide relevant information for troubleshooting or for clarification
• Identify opportunities for process improvement and contribute to departmental initiatives
• Responsible for improving and documenting the technical processes around application support
• Ensure the performance of daily health checks of the applications, scripts, and infrastructure by support team
• Responsible for installing, configuring, and administering application servers
• Develop scripts work with team to automate repeatable manual tasks
• Responsible for troubleshooting and resolving application or infrastructure issues.
• Administering help desk software

QUALIFICATIONS

• Prior experience in a level 1 & 2 IT support position
• Experience with “Freshdesk” ticketing platform or Azure DevOps (formerly Visual Studio Online /TFS) is an added advantage
• Knowledge and experience in Microsoft Azure, Virtual Desktop, Intune, 365, and other cloudbased services and applications.
• Technical background in extracting SQL queries is ideal.
• Basic knowledge of reading XML/JSON requests and creating some response would be an advantage.
• Experience in WordPress or other knowledge base databases.
  
• Deep analytical skills and the ability to troubleshoot and solve problems effectively.
  
• Superior critical thinking and complex technical troubleshooting skills.
• Excellent communication skills both written and verbal.
• Customer-oriented, proactive, and collaborative attitude.
• Ability to work independently or as part of a team.
• Strong written and verbal communication skills with customer service-focused aptitude.
  
• Detail-oriented individuals who are team players highly self-motivated.