A bit about us
At Barhead, our specialised consultants focus on delivering business solutions, leveraging Microsoft’s Technology Stack. We believe that it is a combination of people, technology, and business drivers that underpin the most successful implementations.
As a leading Microsoft Business Applications partner with global cross industry expertise, we cover the diverse product offerings from Microsoft and the broader ecosystem, supporting our clients to modernise their systems and processes. Our collaborative client engagement model centred on business outcomes enables us to deliver the most innovative use of technology.
Our consulting expertise and offerings span the entire Microsoft stack – Office 365, Dynamics 365 and Azure, anchored around a business solution. We cover Dynamics 365 applications (Sales, Customer Service, Field Service, Marketing, Finance, Supply Chain Management, Business Central, Project Service Automation, Artificial Intelligence, Customer Insights), and Power Platform (Power Apps, Power Automate, Power BI and Power Virtual Agent).
Our expertise extends to independent software vendor (ISV) product development, utilising Microsoft’s Power Platform. We are one of nine certified Microsoft Business Applications ISV Development Centre organisations in the world.
To learn more, visit barhead.com
JOb summary |
| The Senior Application Support Consultant role is responsible in providing overall in-depth technical/cloud support and analysis to customer’s issues and problems, and provide high-quality resolution, within agreed service levels.
He/She is responsible in providing incident/problem management, change management, escalation and recovery management to all Barhead’s internal and external customers. |
KEY PERFORMANCE AREAS/ KEY RESULT AREAS |
| · Provide 1st level and 2nd level technical/cloud support for both BH internal and external customer.
· Monitors and tracks customer’s incident/service request and thru available/provided BH tools and utility. · Promptly respond to customer and manage their expectations particularly as regards their incident/service request, based on existing process. · Triage customer issues, analyze, fix and ensures timely problem resolution. · Handle incident management, support service requests, problem management and resolution according to BH method and process. · Provide technical support activities & coordination thru phone, chat, portal, email, or even onsite depending on the customer(s)’ service level agreement and requirement. · Comply to team and customer’s technical support process, best practices and workflows. · Promptly respond to problems and questions within the requirements of the customer’s service level agreement. · Accurately report and track support tickets through the ticketing system. Create/Update status report, as needed. · Demonstrate excellent customer service skills through all levels of support; incident/problem management, change, escalation and recovery management. · May provide on-call 24×7 emergency technical support. · Adhere to the team and company’s regulation, policies and processes. |
REQUIREMENT & KEY COMPETENCIES |
| · College graduate of any IT related course.
· At least 6 years of related experience and/or equivalent role in an IT industry. · Strong English communication skills and ability to interact with customers in a demanding and every changing environment. · Confident in collaborating with English speaking foreign client personnel to gather requirements, report status of project activities and resolve issues. · Thorough knowledge about cloud computing, preferably MS Cloud product and services. · Good knowledge and discipline on ITIL process and tools. · Knowledgeable about supply chain processes and how these translate in eCommerce solutions. · Project Management experience with the capability to deliver complex programs to external clients is a plus. · Willing/prefers to work on rotating shift and/or provide on-call services. |
