Service Desk Agent

We are a niche ERP software vendor dedicated to delivering innovative, high-quality solutions that empower our customers to streamline their operations and drive growth. Our product suite spans modern and legacy technologies, and we are embarking on an ambitious development modernization program to update our tooling, processes, and development methodologies.

We are seeking a dynamic Service Desk Agent to play a crucial role in providing front-line support for customer incidents and service requests. The Service Desk Agent will be responsible for promptly addressing technical issues, monitoring application performance, and ensuring a high level of customer satisfaction.

WHAT AWAITS YOU AT IPTOR:

• Professional Development: We’re committed to fostering professional development and career growth. Our comprehensive training and development programs empower employees to reach their full potential.
• Flexible Work arrangements: Experience the liberating flexibility of working hours that suit your lifestyle. Whether you prefer a hybrid or remote work setup, we accommodate your needs.
• A Collaborative and Innovative culture: At Iptor, our culture thrives on recognition, trust, and respect. We foster an inclusive and supportive environment valuing everyone’s contributions. We recognize dedication through an attractive salary package, bonuses, and generous vacation days. Our success is built upon collaboration and innovation.

Get a full overview at: Careers – Iptor

YOUR HELP AND CONTRIBUTIONS TO OUR JOURNEY

• Log, categorize, and prioritize incidents based on urgency and impact.
• Provide first-line investigation and diagnosis, resolving incidents where possible.
• Escalate unresolved incidents to appropriate teams or third-party vendors.
• Track and monitor the progress of incidents, ensuring timely resolution.
• Communicate incident status and updates to affected users and stakeholders.
• Monitor the performance and availability of critical applications using monitoring tools.
• Generate and review application performance reports to identify trends and potential issues.
• Collaborate with application support and development teams to address underlying problems.
• Document all incidents, service requests, and resolutions in the IT service management system.
• Maintain up-to-date knowledge base articles and support documentation.
• Generate incident and performance reports for management review.
• Identify recurring issues and suggest improvements to reduce incident volume.

YOU STAND OUT FROM THE CROWD IF YOU HAVE

To be both successful and motivated in this role, we think you recognize yourself in some (or all) of the below:

• Professional expertise on iSeries architecture (Subsystems, jobs, queues), with experience in RPG/RPGLE, SQLRPGLE, CL, DB2.
• Experience on any IBMi system POWER 7/8/9/10, OS IBMi V6 and above, with experience on executing As400 administrative tasks without assistance.
• Data analysis experience with BI and printing tools such as Qlik, Adobe AEM etc.
• Excellent triage, troubleshooting, and problem-solving skills with Hands-on experience of forming and executing SQL queries on IBMi DB2.
• Incident management experience with Support ticketing software (Zendesk, ServiceNow etc.), databases and remote access methodologies.
• Ability to create technical documentation for issues & resolutions.
• Strong vendor management and escalation management skills.
• Should be ready to work in 24X7 shift operations.
• Excellent verbal and written communications skills in English
• Familiarity with Windows, SQL and VMware and network equipment like routers, switches, firewalls etc.

It is a plus, if you have:

• ITIL certification.

Inclusion and Diversity

At Iptor, diversity and inclusion are at the core of our values. We believe that diverse perspectives drive innovation and excellence. We foster an inclusive workplace where every individual’s contributions are celebrated and respected. Join us in creating an environment where each individual’s unique contributions shape our success. ?

RECRUITER

Selina Pereira

Talent Acquisition specialist