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 requests according 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.
Create 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 incidents based on SLA.
Generating the relevant administrative records and reports.
Requirements:
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 communication skills English (written, spoken)
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,Active Directory/DNS,Microsoft Azure Stack,Microsoft Windows 2016- 2022,Commvault Backup and Recovery,Symantec Endpoint Protection
