Technical Support Specialist

Key Duties and Responsiblites

• 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.