Technical Support Specialist

Description

Summary: This role involves routine system maintenance, incident response, troubleshooting critical applications and SQL Servers, and continuous service improvement, with a strong customer focus. Highlights: 1. Troubleshoot critical applications and Microsoft SQL Servers 2. Identify root-cause analysis and resolve faults remotely and on-site 3. Participate in Problem Management and recommend process improvements **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.