Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
Responsibilities:
- Managing ticket workload across a number of customers, escalating issues where appropriate and providing resolution to issues
- Liaising with internal Customer Managers, Service Desk, Incident, and Problem Managers and Change Managers, whilst being involved in the management of major incidents and performance reporting
- Troubleshooting issues in the product (application and data), database server, web server (IIS), and networks, to minimize the risk of disruptions
- Communicating and escalating critical service failures through the Incident Management, Problem Management, and Senior Management teams
- Ensuring reviews are fully documented and actions are raised and fulfilled
- Being involved in changes to the service operation tools, processes and working practices
- Assisting in defining and meeting SLAs, OLAs, and maintenance, as well as updates of the service catalog
- Assisting in building up the Services Support Knowledgebase and promoting more 1st- line support resolution by the Global Service Desk
- Undertaking continuous improvement in the operation
- Coordinating with Product Development and Implementation teams to support product updates
- Supporting updates to products and services in both test and live system environments, in compliance with defined procedures
- Creating Microsoft SQL Server and Oracle Databases scripts to identify and correct data integrity issues in customer's data
- Identifying opportunities that can improve the efficiency of the business and technical processes
- Including all other duties as may arise from time to time and as may be assigned
Job Requirements
- 1-3 years of experience in Technical Support role
- Excellent communication
- Fluent English and French
- Hands-on experience in Microsoft SQL Server and Oracle Databases scripts
