Job Summary
- Deliver support to existing solutions and service requests at the customer site as assigned by supervisor
- Provide technical support to internal and external clients.
Key Responsibilities
TECHNICAL SUPPORT (INTERNAL AND EXTERNAL)
- Respond to technical inquiries from customers
- Redirect customers to relevant internal units per request
- Liaise with shared technology teams on behalf of customers on incidents reported
- Report customer engagements to the service desk for appropriate logging
- Assist with first-level incident resolution
- Perform second-level incident resolution for reported incidents
- Escalate to and follow up on third-level incidents with the relevant manufacturer or vendors
- Report problems to line managers, product managers and software development cluster.
- Document and/or communicate incident resolution details to customers and product/service management teams.
- Update lessons learnt logs for relevant products and/or services.
- Perform regular systems audit and maintenance activities across supported platforms
EDUCATION AND EXPERIENCE
Academic Qualification(s):
- B.Eng. / B.Sc. in Elect/Elect, Computer Science or Information Technology inclined degree.
Professional Qualification(s):
- ACI Products - User & Specialized Training
- Microsoft SQL MCTS – Database administration
- Partners product certifications – Thales HSM, Double Take, ScoreBridge, Stratus, VMWare
- Java Fundamentals
Experience (Number of relevant years):
