Assisting the Support Engineer or Software Engineer in problem resolution beyond the capability of the 1st Level Support Staff.
• Performing system recovery if needed.
• Escalating unsolvable problems to the 3rd Level Support Staff and reports the escalation to superior.
• Ensuring that the System runs according to contractual specifications after problem resolution.
• Providing advice on system / database performance monitoring and tuning.
• Ensuring deployments of approved patches/releases are implemented accordingly to Change Request.
• Complete all Service Requested accordingly to SLA timeframe.
• Assisting the Customer in the verification, isolation and/or provision of a temporary work-around for the problem logged beyond 2nd Level Support Staff capability.
• Escalating unsolvable system problems and service request to the OEM/Vendor for technical support.
• Coordinating system development tasks to include design, integration and formal testing on the Change Request.
• Overseeing all transitions into production on the Change Request.
• Developing and complete actions in system specifications, technical and logistical requirements and other disciplines on the Change Request.
• Creating and maintain programmatic and technical documentation to insure efficient planning and execution on the Change Request.
• Managing and document system configurations on the Change Request.
• Perform troubleshooting and resolve incident based on SLA.
• Generating the relevant administrative records and reports.
Requirements
- Degree/Diploma in Computer Science, Computer Engineering or equivalent, althoughconsideration will be given to experience and certifications in lieu of degree.
- Minimum 3 to 5 years IT experience
- Past working experience in Cloud environment is an advantage
- Able to handle demanding service response and recovery turnaround
- Able to manage daily support tasks to meet stringent SLA requirements
- Excellent scheduling and multitasking skills
- Meticulous and process-oriented
- Good, hard-working attitude with ability to work well under pressure
- Good analytical skills with ability to work with others to resolve problems.
- Good organization skills, with ability to properly document and track information.
- Preferably with Microsoft Certification and/or ITIL certification.
- Dynamic, customer oriented, experience working in a fast paced environment.
- Good Knowledge of following products will be advantageous: Linux,Unix, Ansible, Satelite, GPO Compliance
