Accountabilities & Responsibilities

• Provision of level 1 support for business customers.
• Receipt and acknowledgement of support requests received via email or telephone.
• Assignment of support requests to the appropriate Level 2 service areas.
• Incident, request, problem management
• Tracking progress of support requests and confirming closure.
• User profiles: ensuring that requests are properly documented, verified and approved.
• Maintaining records and statistics of support at the Client requests.
• General assistance to IT Senior Staff with complex tasks and projects.
• Define own work targets, in consultation with Client.
• Carry out other responsibilities as assigned by Client that are related to this job.
• Conduct system changes, configuration and release management as per Client requirements.
• Support, configuration and modification of custom SharePoint components, including web parts, page layouts and templates.
• Modification of existing application logic or code to resolve defects, enhance performance or enable additional functionality, in line with Client requirements.
• System upgrades activities.
• Application support, configuration and enhancement of custom business applications and interfaces implemented on SharePoint SE and SharePoint Online, including solutions built using PowerApps and Power Automate.
• Security administration. Configuration, maintenance and administration of SharePoint sites and site collections, including security, permission levels and access models.
• Testing.
• Systems integration / migration.
• Support and maintenance of custom branding and user interface elements, including configuration or modification of CSS, HTML and JavaScript where required.
• Analysis of existing SharePoint-based solutions and applications to identify improvement, optimization or stabilization opportunities.
• Review and validation of changes made to supported applications to ensure quality, stability and compliance with Client standards.
• Systems installation / decommissioning.

Skills and Competencies

• Knowledge and experience of SharePoint Online, SharePoint SE, PowerApps and Power Automate, including configuration and support of custom solutions. ReactJS / Angular — for building application user interfaces.
• Experience in service delivery and supports processes and can follow documented guidance.
• Effective questioning techniques with guidance.
• Effectively controls communications with customers.
• Able to use different communication techniques used when interfacing with different customers.
• Identifies and proactively solves critical problems / performance issues and actions improvement opportunities as quickly as possible to enhance service levels.
• Understands the importance of the processes used in delivery and support of IT services.
• Understands the roles and responsibilities associated with the relevant service delivery and support processes.
• Knows how to monitor service delivery and how to record service delivery actions and failures.
• Executes service assurance activities and processes.
• Working with service level agreements.
• Well-developed customer service and interpersonal skills.
• Base knowledge and experience of Information Technologies.
• Ability to work alone and in a team environment.
• Must be good in English, both spoken and written (knowledge of Kazakh/Russian is a plus).
• The person must demonstrate the ability to deal with advanced technical issues and the desire to further develop their skills in information technology.
• Organizational skill, able to gather and consolidate data on a consistent and reliable basis.
• Attention to detail in order to ensure that data and records are maintained in an accurate and up to date fashion.
• Ability to take initiative, to maintain confidentiality, to meet deadlines and to work in a Team environment.
• Customer Focused.
• Experience in .NET development would be a strong advantage.

Education and experience:

• University degree
• 3 to 5 years of proven experience in the discipline