Vertical Solutions Support

Transguard Workforce Solutions is the UAE’s leading provider of unique and innovative HR solutions. With a decade of experience in the region and a team that possesses extensive knowledge of the market, we provide a fully integrated HR solution.

We are currently recruiting for a Vertical Solutions Support for our trusted client to be based out of their office in Dubai.

The role provides second-line support to end users within the organization, handling solutions maintenance, modifications, performance monitoring, capacity management, upgrades, and application administration. The position is also responsible for assisting in the design, delivery, and continuous improvement of applications and systems.

Job Purpose:

• Provide 2nd-level application support.
• Maintain a high standard of customer service for all support queries while adhering to service management principles.
• Restore normal service operation as quickly as possible.
• Take ownership of assigned incidents and resolve them within agreed service levels.
• Keep the customer updated on the progress of the issue via the service desk team.
• Log and track software issues, and inform the delivery team.
• Provide user support for business applications through training and guidance.
• Escalate unresolved issues within agreed service levels, coordinating with product vendors to resolve incidents.
• Identify, track, report, and resolve issues in a timely manner.
• Document system deficiencies and propose solutions.
• Identify patches to address incidents and work with the infrastructure and application support teams to implement them.

Principal Accountabilities:

• Ability to work independently and collaboratively in a team environment.
• Strong analytical and problem-solving skills.
• Capability to explain technical concepts to customers in non-technical terms.
• Effective verbal and written communication skills with customers, team members, and product vendors regarding all functional or technical areas.
• Document and maintain a knowledge database to share insights and experiences, enhancing team efficiency and reducing reliance on single individuals.
• Coordinate work tasks with customers, team members, and product vendors to ensure timely and efficient task completion.
• Analyze business needs and design solutions that meet or exceed customer expectations.
• Available 24/7 to respond to business or IT operation team calls and provide on-site support when needed.
• Customer-centric approach, ensuring high customer satisfaction and maintaining a professional perspective in all activities.