Gims Application Support Supervisor

Job Description: Attending In-Person Application Training: Before beginning the role in Tier-II support the incumbent will be required to attend in-person application training where they will be oriented with the application and have an opportunity to learn the application that they will be supporting. Read and Understand Provided Application Documentation: pplication documents will be provided to use as a reference while providing technical assistance to end users. Research and Attempt to Resolve Tier-I GIMS Issues: While the Tier-I support team will handle most typical workflow-related questions, the Tier-II support team will be required to support any issues where users are experiencing unique challenges from going through all the steps accurately and yet not able to complete their assigned tasks. These will most commonly arise from a phone call but in certain cases, the issues may be reported via email. In some cases, the Tier-II support team will work collaboratively with the Tier-I team to resolve the issue, and on other occasions, the Tier-II team may be required to work directly with the end user. IMPORTANT: Any issue that cannot be resolved within 20 minutes should be immediately forwarded to Client's IT staff. Log All Issues Presented: The Tier-II support team will be required to maintain a log of all support issues presented with the corresponding status as follows: Date/Time of reporting. Issue ID. End-User name, company contact email, and phone number. Issue title. Issue Details. Issues status. ssigned support staff. Date of resolution and final communication to end user. Document and Communicate Unresolved Issues to client IT Staff: In the rare instance that the Tier-II GIMS App support team is not able to resolve an issue they will need to document the problem; the steps attempted towards resolution, and the challenges faced, and send the information to the client IT team for further analysis. Qualifications: Minimum 5 years of similar working experience in information security, privacy, system/network administration and support, or application development, AND training and experience necessary to independently provide technical support to computer users in an assigned office/geographic area.
#J-18808-Ljbffr