Job Description
ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
1. Perform problem tracking, diagnosis, root-cause analysis, replication, troubleshooting, and resolution for complex technical issues, including programming and debugging activities.
2. Respond promptly to incidents and service tickets, ensuringtimelyinvestigation and resolution.
3. Analyze technical issue trends and develop recommendations for long-term improvements and preventive measures.
4. Document all relevant end-user interactions and steps taken to resolve incidentsin accordance withestablished standards.
5. Maintain occasional direct contact with end-users to gather information and provide updates.
6. Communicate status and resolution details to internal customers effectively and professionally.
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