Job Description
Responsibilities:
- Assisting the Support Engineer or Software Engineer in problem resolution beyond the capability of the 1st Level Support Staff.
- Performing system recovery if needed.
- Escalating unsolvable problems to the 3rd Level Support Staff and reports the escalation to superior.
- Ensuring that the System runs according to contractual specifications after problem resolution.
- Providing advice on system / database performance monitoring and tuning.
- Ensuring deployments of approved patches/releases are implemented accordingly to Change Request.
- Complete all Service Requested accordingly to SLA timeframe.
- Assisting the Customer in the verification, isolation, and/or provision of a temporary work‑around for the problem logged beyond 2nd Level Support Staff capability.
- Escalating unsolvable system problems and service request to the OEM/Vendor for technical support.
- Coordina...