Department: Service Delivery / Technical / Developer
Responsibilities Respond to service, product, technical, and customer relations questions onsubjects such as features, specifications, and repairs on current and discontinuedproducts, parts, and options, based on customer entitlement. Develop and maintain continuous integration and deployment pipelines forproduct/solutions changes. Log cases, provide information, and troubleshoot to solve customer problemsaccording to company's KPI (Key Performance Indicators) for the business. Manage customer expectations based on customer entitlement. Keep customers informed, set, and follow commitments, keep precise casedocumentation, and case ownership, and add case resolution to knowledgemanagement service. Engage team members for support as required to ensure internal or externalbusiness and end users/ clients Service Level Agreements (SLA) demands are met. Elevate and/or escalate to next level in a timely manner when the case is complex. Proactively assist internal or external businesses and end users to avoid or reduceproblem occurrence. Active and self-paced improvement of technical and business process knowledge. Independently and actively improve the quality metrics towards the achievement oftargets. To perform 24 x 7 hours and after office hours for standby duties that may apply tosupport client's local & overseas operations. Assist in any other ad-hoc task assigned by your superior or management. Requirements Degree/Diploma in Information Technologies, Computer Science, or related fields. Minimum of 1-2 years of relevant working experiences in Server/System Engineer,Network Engineer, or Security Engineer. Working knowledge in experience with MS Windows Operating Systems. Network infrastructure and security knowledge and smart hands support for Cisconetwork, F5, Fortinet firewall, Internet Gateway, DNS, DHCP etc. Knowledge and experience in server and backup i.e., Linux OS, Windows Server OS,HPE hardware knowledge, data backup knowledge. Knowledge and experience in virtualization i.e., Red Hat Virtualization platform, LinuxOS, HPE hardware knowledge. Positive working attitude and willing to learn and take up new tasks as and whenassigned. Team player, ability to collaborate effectively and maintain good relationships withteam members and various stakeholders. Strong analytical and problem-solving skills. #J-18808-Ljbffr
