Technical Support Specialist
Job Responsibilities:
* Maintain and support existing environments, including software, network configurations, application software, computer systems, services, LAN/WAN, databases.
* Record all calls and emails into tracking system for reporting purposes.
* Maintain an excellent customer satisfaction standard.
* Train and share knowledge with others.
* Triage errors and conduct code-level troubleshooting.
* Manage and track daily production problems and issues; responsible to ensure effective and timely resolution.
* Adhere and assist in documenting and reviewing standing operating procedures (SOP).
* Identifying and prioritizing issues and recommending technical solutions, often coordinating solutions with internal stakeholders.
* Maintain excellent relationships through effective issue resolution within appropriate timeframes and proactive communication.
* Report periodically to stakeholders to share information on progress, performance, receive feedback on service and satisfaction, and maintain customer relationships.
* Support internal projects that support the Customer Service Strategy.
* Monitor and manage all of our company's solutions.
* Maintain system availability in a 24-hour, 7 days per week environment in line with contractual requirements.
* Maintain the integrity of the system's data.
* Ensure that software consistency is maintained throughout the system's environments.
* Ensure that new products and new versions of existing products are tested and certified prior to introduction into the production environments.
* In conjunction with Management, monitor the ongoing performance of all third-party maintenance providers to ensure contract commitments are met to the required standard.
* Develop appropriate skills to enable the provision of preventative and remedial maintenance of all system components.
* Develop and maintain working relationships within our company and customers with relevant management and staff.
* Liaison with our technical resources on resolution of system and software issues.
* Proactively implement changes, patches, and other configuration changes to applications and OS etc.
* Maintain system administration, system configuration, process, procedural, and task documentation.
* Work on tasks that form greater IT projects as required.
* Following internal process and procedures for logging faults.
* Proactively manage customer expectations when delivering services.
* Ensure a delivery schedule is produced for all program of work.
* Ensure appropriate backup of the environments is in place.
* Ensure overall system architecture design is maintained.
* Diagnose hardware and software problems and replace defective components.
* Document processes and procedures.
Education / Qualifications:
* Tertiary level qualifications in Computer Science or relevant.
* 4+ years of relevant work experience.
* Database Server management experience including troubleshooting, navigation, and diagnosis.
* Strength in IT support.
* Demonstrated ability to manage multiple technical issues and associated tracking and communications.
* Ability to communicate and relate to stakeholders with varying levels of technical skills and understanding.
* Demonstrated time management and prioritization skills to manage multiple requests with varying levels of importance and criticality.
* Proven ability to work quickly and efficiently to meet deadlines.
* Sound knowledge of networking protocols and security practices.