Technical support specialist

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; 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. #J-18808-Ljbffr