support Duty ManagerForms Syntron Thailand Company Limited

Responsibilities: 
Coordinate Level-1, Level-2 and Level-3 IT support teams, as per escalation process for troubleshooting and resolving issues effectively and efficiently
Assist with business technology and equipment, including installation and maintenance. 
Assessing the technical needs of Support teams. 
Establishing and maintaining strong relationships across Support teams. 
Manage customer expectations regarding estimated response times for issue resolution. 
Managing and upholding the troubleshooting escalation process. 
Leading Support teams to resolve application, system and infrastructure production issues. 
Occasionally working with third parties to rectify issues. 
Identifying gaps in the support process and amending it accordingly. 
Meet SLAs like response and resolution times by partnering within Level-1, Level-2 and Level-3 Support organizations 
Collaborate with Technical Support teams to properly manage customer inquiries and ensure the proper escalation will be taken place. 
Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status. 
Run SLAs reports for production incident issues. 
Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team. 
Requirement 
Bachelor's Degree in Computer Science, Management, Engineering or related technical discipline. 
3 - 5 years of relevant experience in customer service is essential. Strong customer service orientation. 
Good problem-solving and critical thinking skills. 
Patience and ability to work well under pressure. 
Team player and good interpersonal skills. 
Passion to be a part of a hard-working and winning team. 
Ability to multi-task in a fast-paced environment. 
Fast learner, and articulate application and infrastructure technical concepts. 
Attention to details when communicating with customers (verbal & written). 
Proficiency in using Microsoft Excel for reporting and analysis. 
Strong documentation skills 
Working knowledge of Linux, VMware, SQL, Java related technologies 
Shift: 24X7 Shifts (Afternoon & Night shifts) 
Languages: written and spoken English and Thai are a must.  Mandarin is an advantage.