Technical Support Engineer – Service Desk

JOB PURPOSE: Service Desk operations

QUALIFICATION: Graduate

CERTIFICATIONS: Certified in Microsoft Technologies, Networking Skills

EXPERIENCE: 2+

RESPONSIBILITIES (INCLUDES ALL TASKS):

• Provide first-line support for Oracle Fusion applications, addressing user queries and issues related to user provisioning and access provisioning.
• Assist in the setup and maintenance of user accounts, roles, and permissions within Oracle Fusion.
• Monitor and manage access requests, ensuring timely and accurate provisioning of application-level access.
• Troubleshoot and resolve issues related to user access and permissions.
• Collaborate with Level 2 support and other teams to escalate and resolve complex issues.
• Document and maintain support procedures, ensuring they are up-to-date and accessible.
• Provide training and guidance to end-users on best practices for accessing and using Oracle Fusion applications.
• Participate in regular team meetings and contribute to continuous improvement initiatives.

TECHNICAL SKILLS /COMPETENCIES:
MANDATORY

The Level 1 Application Support Specialist will be responsible for providing first-line support for Oracle Fusion applications, focusing on user provisioning and application-level access provisioning. This role requires a proactive individual with strong problem-solving skills and excellent communication abilities.

• Proven experience in application support, preferably with Oracle Fusion.
• Strong understanding of user provisioning and application-level access provisioning within Oracle Fusion.
• Experience with Oracle E-Business Suite (EBS) and home-grown digital applications related to the hospitality hotel industry.
• Excellent problem-solving skills and attention to detail.
• Strong communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Familiarity with ITIL processes and best practices is a plus

SOFT SKILLS:
MANDATORY:

• Experience with Oracle E-Business Suite (EBS) and home-grown digital applications related to the hospitality hotel industry.
• Excellent problem-solving skills and attention to detail.
• Strong communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Familiarity with ITIL processes and best practices is a plus.