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Apply now Job ID 19001310 Date posted Aug. 13, 2019 Kuala Lumpur Customer Support
The role of a member of the Epicor Cloud Services team is to manage incidents, changes and problems reported by the hosted customers, attend monitoring alerts and work in accordance to internal Standard Operating Procedures. The day to day tasks may include troubleshooting, investigating system issues, updating ticketing tools, answering emails, telephone calls, updating and following up with customer’s questions and enquiries. Activities may also include, updating documentation, testing solutions, developing scripts and fixes, as well as writing / adjusting reports and coordinating issues with other departments.
Role responsibilities:
Be part of a ‘Global Cloud Service department’, while being an Epicor employee.
Investigate and analyze reported user’s queries/issues/problems from external customers through to a satisfactory conclusion within the SLA’s that are specific to the customer.
Ensure that the recommendations/ solutions are in accordance to the Standard Operating Procedures and customer’s system design.
Update users/customers during the troubleshooting and lifecycle of the issue, ensuring the customer is always up-to-date.
Test solutions, scripts and fixes, (within parameters provided by the customer management), and co-ordinating issues with other departments.
Produce necessary documentation of Epicor Cloud Services service’s and users.
Coordinate with the customers on solutions to be completed at the customer’s site.
Prepare and provide execution instructions for the relevant users and customers.
Issues relating to other software should be recorded and then passed onto other departments.
Provide training to end users when required.
Occasionally write reports within guidelines.
Maintain an audit trail of the actions/steps/testing taken for a specific issue under the ticket number of the action request system.
Consult with experts outside of department where issues that cannot be solved.

Our Analyst’s that work in Cloud Services will provide the following Services to our customers. Some experience of these services will be desirable but not essential:
System Management
Server and Database Backups
Database Administration
Application Maintenance
User ID Provisioning
Printer Management
Capacity Management
Availability Management
Disaster Recovery

To be a successful Technical Support Analyst the following skills are essential:
Good knowledge of computer technology (see technology skills list)
Good verbal communication skills
Fluent spoken and written English language
Quick Learner
Enthusiasm and willingness to learn and develop
Consulting and/or support experience
Technological skills and experience in some of the following is strongly desirable:
Microsoft Windows Server
Microsoft Active Directory
Microsoft RDS
Microsoft IIS
Server Side Printing
File Transfer Protocol [FTP]
PowerShell scripting
ERP [Epicor, SAP, Oracle, Microsoft Dynamics, Infor, Sage or other similar system]
Technological skills and experience in some of the following is desirable:
Parallels RAS
Orion Solarwinds
Amazon Web Services
VM Backups
F5 Big IP load balancer
SAP Crystal Reports
Portal Guard
Progress OpenEdge
T-SQL Scripting
Special Features and Requirements
The Analyst's will be required to work on some weekends and public holidays as assigned by their managers.
The training period takes 3 months, afterwards is scheduled for a fortnight-period. Includes on the job training, web based trainings, internal trainings, study of historical data material and self-learning
The Analyst's will be expected to study and understand ITIL (Information Technology Infrastructure Library) framework and how it applies to day to day activities
Training will be provided for Epicor specific technical knowledge and functional knowledge, also Cloud Services Analyst's will be asked to take Epicor certifications on ERP
In certain occasions the Analyst will be asked to take over tickets and cases from his/her peers when these may not be available to work

Primary location: Kuala Lumpur Selangor Malaysia
ERP Cloud Hosting Support

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