Application Support Consultant

About Barhead

At Barhead, our specialised consultants focus on delivering business solutions, leveraging Microsoft’s Technology Stack. We believe that it is a combination of people, technology, and business drivers that underpin the most successful implementations.

As a leading Microsoft Business Applications partner with global cross industry expertise, we cover the diverse product offerings from Microsoft and the broader ecosystem, supporting our clients to modernise their systems and processes. Our collaborative client engagement model centred on business outcomes enables us to deliver the most innovative use of technology.

Our consulting expertise and offerings span the entire Microsoft stack – Office 365, Dynamics 365 and Azure, anchored around a business solution. We cover Dynamics 365 applications (Sales, Customer Service, Field Service, Marketing, Finance, Supply Chain Management, Project Service Automation, Artificial Intelligence, Customer Insights), and Power Platform (Power Apps, Power Automate, Power BI and Power Virtual Agents).

Our expertise extends to independent software vendor (ISV) product development, utilising Microsoft’s Power Platform. We are one of nine certified Microsoft Business Applications ISV Development Centre organisations in the world.

Responsibilities:

The Application Support Consultant role is responsible in providing overall in-depth technical and customer support to customer incidents, change requests and service requests within the agreed service level agreement.

He / She is responsible in providing high-quality and optimal solutions for incidents, change requests and service requests for both Customer and Barhead employees.

KEY PERFORMANCE AREAS/ KEY RESULT AREAS

• Provide Tier 1 and Tier 2 technical support for both Customer and Barhead employees.
• Use appropriate case management tool provided by Barhead / Customer to track and monitor support cases and adhere to case management processes.
• Promptly respond to customer and manage expectation on issue resolution, change requests and services requests based on service level agreements.
• Handle incidents, change requests and service requests according to Barhead method and processes.
• Provide technical support thru phone, email, chat and portal depending on the customer’s service level agreement and requirements.
• Comply to team and customer’s technical process, best practices and workflows.
• Identify critical support cases and escalate to appropriate resources, if necessary.
• Demonstrate excellent technical customer service skills through all levels of support; incident/problem management, change management, escalation management, user management and recovery management.
• May provide on-call 24x7 emergency technical support.
• Adhere to the team and company’s regulation, policies and processes.
• Proactively stay up to date with all the latest technologies concerning Microsoft products and the underlying technologies and disseminate this knowledge to the other Application Support Consultants.

REQUIREMENT & KEY COMPETENCIES

• College graduate of any IT related course.
• 3-5 years of related experience and/or equivalent role in an IT industry.
• Strong English communication skills with ability to communicate effectively to customers in a demanding and every changing environment.
• Strong communication skills with ability to describe complex technical issues to both technical and non-technical professionals.
• Extensive knowledge and experience on issue resolution and change request completion with the ability to provide optimal solution to customers.
• Strong collaboration skills with customer and appropriate resources for issue resolution, delivery of change requests and completion of service requests.
• Highly self-motivated and independent.
• Thorough knowledge about cloud computing, preferably Microsoft Cloud product and services.
• Good knowledge and discipline on ITIL process and tools.
• Willing/prefers to work on rotating shift and/or provide on-call services.