PURPOSE OF THE JOB:

Provide 1st level technical support to ensure efficient and effective operation of our solution.
Perform daily maintenance, troubleshooting tasks and provide on-site technical support.
Perform Repair Center activities.

ROLE:

Provide the 1st level support for technical issues.
Ensure the resolution of incidents within specific time constraints.
Perform user management and routine system administration tasks.
Respond to requests of other technical teams.
Troubleshoot and resolve IT issues.
Coordinate service activities with other Field Service Technicians.
Maintain a test environment.
Perform monitoring activities.
Test all new releases and upgrades.
Install, configure, optimize & maintain systems and applications.
Maintain accurate and updated documentation.

This also involves:

Identify situations requiring urgent attention and escalate as appropriate
Coordinate deployments with other Field Operations Team members and other teams.
Provide feedback and contribute to improvement initiatives.
Work outside business hours and availability for on call support depending on business requirements.