Playing as the primary customer interface for all technical matters, the person provides Technical Support for RCS products with a focus on quality and customer satisfaction.
The position involves the following activities:
1. Monitor all events that occur, including: Email alerts, Application alerts, Emails from clients and internal teams, Internal and client phone calls, Chat messages
2. Run Incident Management process to restore normal service operation as quickly as possible and minimize impact
3. Perform initial investigation/troubleshooting on complex software system issues to identify root causes and appropriate solutions
4. Maintain ownership of Incidents, ensuring they are handled with proper urgency and according to SLAs
5. Fulfill any Service Requests
6. Communicate incident and maintenance details to clients and internal stakeholders
Qualifications and Experience:
* High school diploma in Information Technology, Computer Science, or equivalent
* Technical experience as a system administrator
* Proficiency with Linux and Networking
* Proficiency with virtualization systems (VMware)
* Knowledge of Client/Server operating systems
* Strong analytical and problem-solving skills
* Ability to manage multiple priorities in a fast-paced environment
* Flexibility to work on request or as part of a shift system
* Excellent team player
* Customer-oriented attitude with strong customer-facing skills
* Understanding of Databases (Oracle, MySQL/MariaDB) is a plus
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