Application Support Officer

Job Reference

Position Type

Application Closing Date

APSO-18-004

Full-Time

7th March 2018

educinvestment is a leading provider of educational solutions that support learning and management. Client offerings range from School Management Information Systems to Robotics and Coding solutions based on world renowned brands.

We are currently seeking to employ proactive, dynamic and positive-minded Application Support Officers to further strengthen our growing operations within the educational sector.

The duties & responsibilities will be split into 2 key areas as has been outlined hereunder. Additionally, the successful candidates may be required to undertake other duties that may arise within the company from time to time.

Customer Experience

  • Helpdesk support and issue resolution;
  • Own the reported incidents throughout the whole process to ensure a high level of performance to meet prescribed service level agreements;
  • Liaise with other departments to ensure incidents are resolved in a timely manner;
  • Manage the activities of the service function to ensure agreed service levels are met;
  • Proactively escalate any specific issues to Management to ascertain the well-being of our relationship with clients and partners;
  • Build a strong customer satisfaction ethos within the team.

Learning, Development and Management

  • Deliver solution training when required;
  • Develop training material and user guides for use by customers;
  • Undertake one-to-one coaching and hand-holding remote and on-site sessions with clients to strengthen and facilitate the learning experience;
  • Train, coach and mentor team members in provide exceptional user support.

In order to fulfill all the requirements of this role, the following skills, experience and presentation skills need to be evident within your CV:

RequirementsQualification at MQF Level 5 or higher, preferably within the IT and/or educational field.
Well developed written and verbal communication skills, in English and Maltese.
Have a clean police conduct.
ExperienceA minimum of two (2) years experience in providing IT application related support and/or training .
Technical SkillsAble to make use of IT Office automation tools.
Able to monitor, manage and prioritise escalated issues through Incident Ticketing solutions.
Personal SkillsPositive attitude, constant use of own initiative and the will to succeed.
Ability to coordinate activities, work to targets and measure own effectiveness.
Ability to interact and communicate with various international partners.
High level of attention to detail.
TravelValid driving license and own transportation.

Contact Information

Interested candidates may apply for this position by sending their CV along with a covering letter and a scanned copy of the qualification certificates to careers@energy-investment.net. Candidates should indicate the call reference APSO-18-004 within the email Subject.