Routine system maintenance tasks, applying software fixes/updates and other preventive maintenance tasks to ensure system is working according to the availability requirements;
Respond to incidents and perform break/fix activities when errors and faults occur in order to restore the equipment operation as quickly as possible;
Participate in the Problem Management process, contributing with on-site observations;
Make recommendations for process and tool improvements
Look for continuous service improvement opportunities
Customer focus: meeting the expectations and requirements of customer, establishing an effective relationship with customer with trust and respect.
Troubleshooting critical applications (in-house and 3rd party vendors) and Microsoft SQL Servers if applicable.
Basic SQL server database troubleshooting and Disaster Recovery (DR) for MSSQL Server if necessary.
Identify the root-cause analysis and resolve faults both remotely and at the client sites;
Liaise with customer, on site and remotely, and proactively communicate with the Service Delivery Manager, escalating issues and identifying service improvement opportunities;
Provide on-site early life support and deliver train to system users;
Analyse system performance in relation to business benefits;
Document and publish articles in the Technical Services Knowledge Base;
Document resolutions and recommendations in the Ticketing System;
Install, configure and setup Vision-Box equipment according to the installation manuals and/or supervisor instructions;
Technical Skills
Experience in software and OS installations and configurations;
Knowledge of networking fundamentals (TCP/IP, HTTP, routing and switching, etc.);
Database administration fundamentals (setup, data queries, backup/restore);
Hardware diagnostic and repair experience with basic understanding of electrical and electronic components;
3rd level support experience;
Great troubleshooting skills;
Basic understanding of ITIL v3/2011.
Technical Skills – Highly Desirable:
Degree in Computer Science, Electronics or related competency;
Scripting/Programming knowledge;
Electronic/Robotic fundamentals;
Basic understanding of Information Security principles, security protocols, and Public Key Infrastructure (PKI);
Basic knowledge of biometric concepts and technologies
Basic Knowledge and usage of an ITSM tool
ITIL Foundation v3/2011 certification.
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