Department: Service Delivery / Technical / Developer
ResponsibilitiesRespond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.
Develop and maintain continuous integration and deployment pipelines for product/solutions changes.
Log cases, provide information, and troubleshoot to solve customer problems according 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 case documentation, and case ownership, and add case resolution to knowledge management service.
Engage team members for support as required to ensure internal or external business 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 reduce problem occurrence.
Active and self-paced improvement of technical and business process knowledge.
Independently and actively improve the quality metrics towards the achievement of targets.
To perform 24 x 7 hours and after office hours for standby duties that may apply to support client's local & overseas operations.
Assist in any other ad-hoc task assigned by your superior or management.
RequirementsDegree/Diploma in Information Technologies, Computer Science, or related fields.
Minimum of 1-2 years of relevant working experience 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 Cisco network, 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, Linux OS, HPE hardware knowledge.
Positive working attitude and willing to learn and take up new tasks as and when assigned.
Team player, ability to collaborate effectively and maintain good relationships with team members and various stakeholders.
Strong analytical and problem-solving skills.#J-18808-Ljbffr