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Pactera (http://www.pactera.com/) with global headquarters strategically located in China and regional headquarters in North America, Asia Pacific, and Europe, has international presence, experience and teams that are delivering world-class Business / IT consulting, solutions, and outsourcing services to many global clients.

Pactera has a loyal and diverse client base that provides employees with the opportunity to work on a variety of exciting projects across multiple industry sectors. Each new engagement has the opportunity to grow and develop, as well as experience a new client environment and location. This variety of assignments will enable to you to gain additional and invaluable skills and experiences.

Pactera Hong Kong is seeking enthusiastic, qualified candidates to support our regional businesses.

Pactera (http://www.pactera.com/) with global headquarters strategically located in China and regional headquarters in North America, Asia Pacific, and Europe, has international presence, experience and teams that are delivering world-class Business / IT consulting, solutions, and outsourcing services...

Pactera (http://www.pactera.com/) with global headquarters strategically located in China and regional headquarters in North America, Asia Pacific, and Europe, has international presence, experience and teams that are delivering world-class Business / IT consulting, solutions, and outsourcing services to many global clients.

Pactera has a loyal and diverse client base that provides employees with the opportunity to work on a variety of exciting projects across multiple industry sectors. Each new engagement has the opportunity to grow and develop, as well as experience a new client environment and location. This variety of assignments will enable to you to gain additional and invaluable skills and experiences.

Pactera Hong Kong is seeking enthusiastic, qualified candidates to support our regional businesses.

Application Support Analyst

Job level Entry
Work exp Minimum 1 Year
Education Bachelor Degree
Location
Not Specified Unspecified
Employment type Full Time
Benefits Dental plan, 5-day week, Medical plan, Performance bonus
Industry Information Technology
Job function Information Technology > Software Development
Information Technology > Help Desk / IT Support
Published On 28/03/2018 2018-03-28

Introduction:

The Application Support Analyst is responsible for technical support of the production systems, with our major client in the Insurance industry. The Application Support Analyst is customer's first contact on issue reporting; that is an important channel to demonstrate our company's professional services.

In addition to the production system support, the Application Support Analyst will work closely with customer, developer, vendor, project manager on project implementation.

Job Description:

Production Support

  • Provide application support for an existing web portal application
  • Provide on-site support if necessary (initial period onsite work is expected)
  • Handle customer calls, through phone call or email, and log the problem reported by customers
  • Provide problem initial analysis result and reply promptly to customer
  • Quickly identify the probable causes of issue, and provide quick fix/workaround to minimize the impact to customers
  • Work on permanent fixes for reported issues, including code change, support user testing and relevant inquiries.
  • Execute testing for patch before applying to production. Follow customer’s patch rollout procedure to apply the patch
  • Keep records of customer calls and consolidate a support call analysis report for monthly review with customer

Development Support

  • Collect user requirements, and convert to technical details for developers
  • Verify documentations, i.e. design document, user manuals, etc, produced by developers
  • Write test cases and execute testing
  • Assist in UAT
  • Program release following customer’s rollout procedure

Requirements:

  • Diploma or Degree in I.T. / Computer studies or related disciplines
  • 1+ year’ experience in application support
  • Good troubleshooting skills, strong analysis skills in problem identification, root cause analysis
  • Strong in communication skills; able to talk with end users, IT, vendors, developers in their languages
  • Good command of English and Cantonese
  • A self-starter, able to work independently with minimum supervision
  • Knowledge of the following product/technologies:
  •          Web: HTML, HTML5, Javascript, CSS3
  •          Front-end development: AJAX, RESTful JSON
  •          Back-end development:NodeJS, StrongLoop or HAPI
  •          OS: Linux, UNIX, Windows
  •          Network: some knowledge of networking (proxying/reverse proxying) is advantageous
  •          Knowledge of following is advantageous:
  •   AI: practical experience developing Chatbots using natural language processing capabilities would be highly regarded