Job Details
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Job Description
- Logging all relevant incident/service request details, allocating categorization and prioritization codes
- Providing first-line investigation and diagnosis
- Resolving those incidents/service requests they are able
- Escalating incidents/service requests that they cannot resolve within agreed timescales
- Following up till the closure of the incident with second and third line support
- Keeping users informed of progress
- Closing all resolved incidents, requests, and other calls
- Conducting customer/user satisfaction call-backs/surveys as agreed
- Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc
- Managing ticket workload across several 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
- Ensuring reviews are fully documented and actions are raised and fulfilled
- Being involved in changes to the service operation tools, processes, and working practices
- 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
- SQL knowledge
- PHP laravel
- Python
- MySql
- Javascript
- VueJs
- Typescript
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