Installation and Configuration of client PCs, Application server, Database server and system packages in a professional manner. Troubleshoot and respond to system problems/requests by providing detailed resolutions to supported customers within the pre-determined time frame of the contracted service level agreement. Effectively document cases clearly and concisely with actionable steps taken in the Tickets system following established procedures. Follow through with customers whose issues are not closed to Identify solutions to work around open issues / problems that are under investigation or pending resolution to the tickets assigned by a Team Lead or Manager. Manage own work performance to meet goals and objectives outlined in individual performance plan. Actively participate in training programs as assigned by a Team Lead or the Manager. Work effectively with other support teams and help Desk team to resolve customer issues regarding fast respond, reliability and availability Perform other/additional duties and projects that may be periodically assigned. Provide updates of implementation progress and challenges to the team leader on a regular basis. Conduct the application training, database and application configurations matching between the customer needs and the application standard as well as providing effective on site “Live Coverage” to the required standard. Complete, maintain all company paperwork in a timely, accurate and efficient manner alongside the company’s guidelines. Attend any relevant training course which is set to improve knowledge on the company’s or associated applications.
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