-Provides advanced technical advice and guidance on installation, adaptation, configuration or enhancement of Company technical products, programs.
-Performs Tier III problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems…
-Possesses a wide range of in depth skills and knowledge in computer hardware and software as well as networking systems in use at customer sites.
-Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements.
-Provides expert and second tier technical support for the installation and repair of complex systems and outages.
-Reviews system and configurations to ensure successful implementation of services into production.
-Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time To Repair.
-Partners with developers and engineers to reduce reoccurring incidents.
-Provides consultative assistance during off hours as needed.
-Assist in developing continuous process improvement for support tools, troubleshooting techniques.
-Collaborate and assist R&D in the testing and optimization of product support techniques and tools.
-Determine severity and complexity of a reported issue and if necessary escalate to the appropriate specialist.
-Determine severity and complexity of a reported issue and escalate to the appropriate specialist.
-Provides training to customers