Specialization: IT OR COMPUTER NETWORK OR SYSTEM OR DATABASE ADMIN
Job description:
- Provides technical advice and support to Level 1 and 2 Engineers
- Customer support on-site and off-site
- Provides remote troubleshooting if needed
- Attends to high severity incidents on and off-site
- Prepares and follow-up on incident reports if any
- Updates incident tickets in a timely manner in Field Service Management System to meet contractual Service Level Agreements
- Reviews and submits incident reports in a timely manner
- Coordinates with the technical team to prepare problem management reports
- Reviews problem management reports
- Monitors and ensures problem management reports are submitted in a timely manner
- Leads problem management and resolution in the supported products.
- Leads project implementation
- Reviews project scope, Pre-Implementation Validation (PIV) and prepares project deployment checklist
- Ensures timely completion of projects.
- Plans and reviews implementation timeline with project managers.
- Develops design configuration documentation
- Captures and updates project implementation technical issues for references
- Assume the Project Technical Lead role when required
- Submits timesheets to reporting manager
- Provides scope of work and man-days to pre-sales & sales teams (if required)
- Reviews and highlights project deployment risks
- Conducts technical sharing with L1 and L2 engineers
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