The Technical Support will be required to have the following tasks and activities:
Mixture of routine system maintenance to ensure system is in correct working order and applying software fixes and updates. Identifying faults both remotely and at sites;
Responding to incidents and performing break/fix activities when errors and faults occur. Liaising with customer on site and remotely and proactively communicating with the Service Manager, escalating issues and identifying areas where service can be improved;
Providing on site early life support and training users of the system;
Analysis of system performance in relation to business benefits;
Publishes articles on technical support issues in Vision Box knowledge base;
Documents cases, recommendations, and resolutions clearly in the ticketing system;
Collaborative with Technical Support, Sustaining Engineering and Sales Consultants to resolve highly complex technical issues associated with deployment.
Degree in Computer Science, Electronics or related competency is a plus;
Knowledge of networking fundamentals (TCP/IP, HTTP, routing and switching, etc…);
Scripting/Programing knowledge is a Plus;
Databases administration fundamentals;
Electronic/Robotic fundamentals is plus;
Hardware diagnostic and repair experience;
Basic understanding of information security principles;
ITIL Fundamentals – Incident, Problem and Change Management processes is a plus.
Highly motivated and proactive individual;
Ability to travel worldwide;
Problem solving attitude and great troubleshooting skills;
Excellent communication and customer service attitude;
Willingness to learn leading edge technologies;
Ability to communicate in English (speaking and writing).
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