Job Description

Job Description

Provides ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provides hardware/software support and implements technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Responsible for Level 2 intermediate level troubleshooting.

  • Review, analyze, and respond to assigned Tier 1 tickets to ensure timely response, turnaround, and resolution adhering to defined SLA metrics.
  • Applications requiring support include Analytic Business Intelligence tools and Customer Relation Management (CRM) tools, like Pega.
  • Works with end-users, stakeholders, and the O&M team daily via phone, email, or chat.
  • Attends and supports both internal and external meetings ...

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