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 in details following activities :
* Monitor all events that occur, including : Email alerts, Monitor Application alerts, Emails from clients and internal teams, Internal and client phone calls,Other chats
* Run Incident Management process in order to restore normal service operation as quickly as possible and to minimize the impact on the service
* Perform initial investigation / troubleshooting on technical issues with a complex software system, to identify the root cause and then the appropriate solutions
* Maintain ownership of Incidents and ensure that all Incidents are handled with the proper level of urgency and accordingly to the agreed SLAs
* Fulfil any Service Requests
* Communicate details about Incidents and maintenance activities to Client and internal stakeholders.
Qualifications and Experience :
* High school degree in Information Technology, Computer Science or equivalent cultural background
* Technical experience in a position as system administrator
* Proficiency with Linux and Networking
* Proficiency with virtualization systems (Vmware)
* Knowledge Client / Server operating systems
* High degree of analytical and problem solving skills
* Have the ability to manage multiple priorities within a fast paced environment
* Able to work flexible hours on request or as part of a shift system
* Excellent team player
* Customer oriented attitude, strong customer facing skills.
* Understanding of Databases (Oracle-MySQL / Mariadb) is a preferential title.
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