Senior Technical Support Analyst INBOX UR CV Primary Responsibilities Provides Level 2 Support to customers on a real-time system in a production environment. Flexible working times and available for 24/7 on-call Rotation Responsible for triaging and diagnosis of the reported incident Work within stringent SLAs to recover and restore a real time production environment Provide a temporary resolution and work with other support levels to deploy a permanent solution to avoid the problem reoccurring Responsible for incident and problem management, customer escalations and customer reporting. Appropriately handling of all customer issues including troubleshooting and providing feedback to the customer. Ensures Client’s Support Tool is updated with the latest ticket details at all times Supports customers per the details contained in the customer maintenance and support contracts Maintain a high level of customer satisfaction through professionalism; timely response and resolution of issues Follow up on support issues, which include liaising with all internal support teams and 3rd party vendors and associated partners Deploy product and application solutions according to internal procedures Escalates opportunities and/or issues according to established procedures Key Outputs and Accountabilities Accountable for restoration SLAs Mandatory to work within prescribed SLAs as per customer support agreements Advanced troubleshooting skills Work within defined objectives using internal procedures Independent and able to work on own with minimum supervision Performs work under general direction on routine tasks and detailed instruction on new assignments Provides assistance to less experienced members of the team Skills and Experience Bachelor’s degree in Computer Science or similar. Technical skills – you have a good to excellent understanding of the following areas: Supporting a UNIX environment skills (includes basic scripting skill i.e. PERL, AWK, SHELL) Oracle (includes installation, configuration, SQL, PL/SQL, DBA) Essential attributes: Fluent in English Strong troubleshooting and diagnostic skills Excellent communication skills, and focused on results and customer satisfaction Being a strong team player with a can-do attitude that always puts quality in your own work Time management skill Ability to work independently Continual focus on improvement of Client practices Ability to participate in peer technical reviews Driven to keep up-to-date with tools and techniques to enhance your inquisitiveness
Posted on: Thu, 16 Oct 2014 04:04:02 +0000
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