EFT Engineer

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 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
• Provide regular status and progress updates to customers on open support incidents
• Report problems to line managers, product managers and software development cluster
• Document and/or communicate incident resolution details to customer and product/service management teams
• Update issues status and details on the incident management application (CRM)
• Update lessons learnt logs for relevant product and/or service
• Perform regular systems audit and maintenance activities across supported platforms
• OTHER TASKS
• Conduct knowledge sharing and training sessions with team members
• Ensure maintenance of licenses on supported production systems

Requirements

• Academic Qualification: BEng / BSc in Elect/Elect, Computer Science or Information Technology inclined degree
• Professional Qualification:
• 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): 0-1
• Physical Exertion:
• Conveyance of Hardware equipment to customer location
• Conveyance of laptop to customer location
• Work Exposure:
• Cold Server Room
• Overnight implementations at customer site
• Work Cycle:
• Normal working hours
• Adhoc but occasional issue resolution at non-regular hours
• Travel Requirement: Occasional