IT Technical Support Specialist

• Ensure client satisfaction through smooth project continuance and ongoing support for technical projects from various CMS platforms, various Software as a Service (SaaS) platform that will be used to support depending on client requirements.
  
• Manage the end-to-end operations from different CMS/platforms.
  
• Maintain and update content across websites built on different platforms (PHP, WordPress, Drupal etc.)
  
• Ensures web optimization from content management
  
• Ensures consistency, accuracy and timely publishing of web content
  
• Troubleshoot basic CMS issues and coordinate with developers if needed.
  
• Respond to client concerns or inquiries about troubleshooting L1 issues and requests through different channels: Email, Jira, Mobile, SMS
  
• Service Desk and Ticket management –ensures timely -time to respond and time to resolve based on SLA
  
• Provides reports on issues, and escalates to the team when needed
  
• Prepare and analyze web/mobile/server reports, and provide insights on performance
  
• Create communications related to technical projects, including new features, downtime, upgrades, etc.
  
• Develop user/admin manuals and lead user training on using our tools and platforms
  
• Extracts and consolidates data from various database portals
  
• Process large datasets using Microsoft Excel with advance formula and/or PowerBI if needed
  
• Create, analyze and interpret reports to support business decisions
  
• Provides clear insights and recommendations based on processed data.
  
• Attends clients’ meetings, takes notes, captures action items and follows through on deliverables
  
• Manage multiple client requests with professionalism and customer-centric mindset
  
• Handles various personalities with tact and diplomacy
  
• Meet deadlines and prioritize tasks efficiently with minimum supervision
  

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Communication or other related fields
  
• At least 1-2 years’ experiencein IT support, data analysisor related support role
  
• Must have experience in helpdesk andclient supportthru Service Desk management such as Jira.
  
• Must have hands-on experience in different CMSplatforms like PHP-based CMS, WordPress, Drupal and the like)
  
• Experience in basic coding in HTML is a must and other coding languages are a plus.
  
• Proficient in Microsoft Excel with knowledge of advancedformulas and data handling
  

Benefits

BEST SUPPORT FAM

• Immerse in a supportive atmosphere with uplifting mentors and teams.
  
• Vibe with us through monthly employee programs and events
  
• Get recognized for your hustle – we celebrate wins
  

DIGITAL 1ST PRODUCTIVITY

• Level up on efficiency through Digital 1st equipment, tools, and systems.
  
• Boost your skills with in-house learning programs and company-sponsored training.
  
• Stay agile by adhering to SCRUM and Agile methodologies and rituals
  

FULFILLING BREAKTHROUGHS

• Own your career path with regular appraisals and growth opportunities.
  
• Rotate through diverse projects, gaining exposure to different languages, frameworks, and platforms.
  
• Use your leaves in any way you like – for catching up, pursuing your passions, or contributing to the community.
  
• Stay healthy and secured with HMO and life insurance, plus all-around support from different experts on mental health, nutrition, finances, and more.