Application Support 1

Job Description

Job Description

Propelis, is a go-to-market ecosystem that enables marketers to move their brands forward with greater speed, clarity, and confidence. Our broad range of integrated solutions include brand creative, packaging, print solutions, branded environments, and content production. Services are delivered through our family of brands : SGX, Marks, Equator, Collide, and 5Flow. With a combined legacy spanning more than 150 years, Propelis commences operations with 10,000 employees in 30+ countries, nearly $1 billion in annual sales, and a diverse client base of over 2,000 leading companies.

5Flow integrates the technology products and services of SGK and SGS & Co—including Wave, Mediabox, Dragonfly, Photon, and Ai Lab—into a unified, cloud-smart platform for FMCGs, pharma, retailers, and printers. Powered by a global team of experts in both technology and the intricacies of the packaging and content production workflows, 5Flow reduces the complexities of brand management, enabling clients to move faster, adapt more quickly, and stay ahead of change.

5Flow are currently seeking an Application Support Technician to join their team based in Vacoas-Phoenix, Mauritius. This is a hybrid working role with shift-based hours that include night-shifts to ensure support is readily available for our client and user base.

In this role, you will provide support for MediaBox, our web-based artwork management platform, deployed within some of the world's most well recognised, global FMCG brands. You will be the first point of contact for our end-user base, therefore it is vital that you possess a string customer and service focus, coupled with a level of technical knowhow, or interest in SaaS solutions.

This role represent as ideal opportunity for a technically minded, service focused individual to take their first step into a career within software solutions. You will be exposed to a highly sophisticated, enterprise-level platform, along with global household name clients. In addition to this, you will have opportunity to work internally with Project Managers, Business Analysts and Developers as part of a wider SaaS delivery team.

In this role you will :

• Provide 1st Line of support to end users for Mediabox
• Be responsible for assessing issues logged in the ServiceNow (SN) ticketing tool; categorize the issues correctly and acknowledge them.
• Implement a resolution for the issues, if possible, based on knowledge, processes, and basic verification, or escalating to the next level team while adhering to set SLAs. (Basic Verification includes small investigations on Set-Up of the Mediabox).
• Conduct calls if needed with users (critical or aged cases) from Customers / external for live support and better understanding of the situation.
• Be responsible for resolving incidents logged on to the helpdesk for the SGSCO software engineering team, ensuring that incidents that are logged are dealt with in a timely manner.
• Implement new processes and creation of knowledge articles (Level 1).
• Assist Technical Project Managers with tasks relating to Mediabox.
• information.
• Follow up on Devops tickets and action where required.

You will have :