Third Level Tech-Support

Summary:

The person responsible will have to fulfill a wide array of tasks
that all fall under technical support duties. The third level
technical support member will also handle escalated bug
reports, categorize them and implement the fix, test it, and
ensure it wont affect other components when deployed.

Roles & Responsibilities:

• To provide 3rd level technical support
• Identify the source of problems for user reported issues
• Develop fixes and changes, and integrate them with current system
• Create technical documentation and root cause analysis reports
  Document his work, including release notes, deliverables master error codes, log file explanation, API details, Limitations
  document & Troubleshooting Guide
• To ensure that committed SLAs (Service Level Agreements) are met
• Prepare FAQ for repetitive cases
• Communicate updates to requests in a timely manner
• To document all interactions using ticketing system
• Produce statistics bi-weekly on support situation
• Test fixes and updates before being deployed
• Perform unit and integration testing
• analyze and prepare impact analysis for proposed change requests
• Organize code in projects related repositories
• Validate fixes/changes against standard checklists
• Follow development best practices
• Commit code to repositories on daily basis with proper comments
• Ability to work independently and multitask effectively
• Preparing the deployment/installation guide
• Update tasks status on daily basis