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Job Description
Main Job Duties:
- You will be responsible for providing application deployment and remote or onsite technical support for clients who have critical response time requirements for their business systems.
- You will work independently and as part of a team to urgently analyze technical issues, troubleshoot over the Email/Phone or via remote access or on site, and escalate problems when appropriate.
- Setup, configure and maintain monitoring for the systems .
- Monitor trouble management system to ensure all reported production issues are addressed according to published service level agreement.
- Clear understanding of software development lifecycle methodologies and documentation standards
- Effectively record and monitor progress of all issues raised, providing feedback to the business users as required
- Log / monitor the progress of schedule tasks activities such as backup plan, virus cleaning, operating system maintenance plans, operating system updates
- Analyze log requests; monitors progress, tracks problem resolution, identifies patterns of failure, researches bug fixes, announce users from system failures and implements solutions; communicates with manager regarding unresolved problems. And proactively provide recommendation for improvements
- Identify, troubleshoot and resolve hardware-, software- and network-related problems .
- Test configuration changes in a test environment prior to pushing into production
- Design and support application reports
Job Requirements
- University degree in Software/Computer Engineering, Computer Sciences, or related field
- Minimum of 3 years’ experience in a software development context with minimum 3 year in a support role
- Experience in supporting and maintaining applications on web and database platforms
- Ability to read and understand job-related materials such as instructions, specifications, references and manuals .
- Ability to work with demanding users in a fast paced environment
- Strong critical thinking and analysis, meeting facilitation, verbal and written communications, and interpersonal skills
- Strong understanding of change control processes, time management and attention to detail.
- Ability to manage time and work well under pressure
- Ability to investigate, analyze information and to draw conclusions in order to troubleshoot issues
- Ability to work independently or as part of a team
- Flexibility to align work hours with business processes and after hours system.