To provide technical support to internal and external clients.
Responsibilities
- TECHNICAL SUPPORT (INTERNAL AND EXTERNAL)
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Respond to technical inquiries from customers
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Redirect customers to relevant internal units per request
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Liaise with shared technology teams on behalf of customers on incidents reported
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Report customer engagements to service desk for appropriate logging
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Assist with first level incident resolution
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Perform second level incident resolution for reported incidents
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Escalate to and follow up on third level incidents with the relevant manufacturer or vendors
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Provide regular status and progress updates to customers on open support incidents
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Report problems to line managers, product managers and software development cluster
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Document and/or communicate incident resolution details to customer and product/service management teams
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Update issues status and details on the incident management application (CRM)
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Update lessons learnt logs for relevant product and/or service
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Perform regular systems audit and maintenance activities across supported platforms
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OTHER TASKS
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Conduct knowledge sharing and training sessions with team members
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Ensure maintenance of licenses on supported production systems
Requirements
- Academic Qualification: BEng / BSc in Elect/Elect, Computer Science or Information Technology inclined degree
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Professional Qualification:
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ACI Products - User & Specialized Training
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Microsoft SQL MCTS – Database administration
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Partners product certifications – Thales HSM, Double Take, ScoreBridge, Stratus, VMWare
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Java Fundamentals
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Experience (Number of relevant years): 0-1
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Physical Exertion:
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Conveyance of Hardware equipment to customer location
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Conveyance of laptop to customer location
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Work Exposure:
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Cold Server Room
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Overnight implementations at customer site
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Work Cycle:
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Normal working hours
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Adhoc but occasional issue resolution at non-regular hours
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Travel Requirement: Occasional