Highly Skilled Technical Support Professional

This individual will have knowledge in installation and troubleshooting of server-based technologies, databases, and operating systems, as well as knowledge of telecommunications networks and related security technologies. The ideal candidate will be able to work nights & weekends as required and travel at short notice may be required.

Key Responsibilities :

• Incident Problem Management : Assist the incident management team in triage, escalation, and participation in incident / problem resolution. Ensure all relevant information is collected, analyzed, and documented. Reproduce faults in the lab and collaborate with the development team for resolution.
• Installation Upgrades : Perform remote installations and software upgrades for voice recording equipment. Assist IPC Tier 1 engineers and technicians remotely with technical issues. Work with customers and IPC personnel on product and network installations and troubleshooting.
• Technical Support Collaboration : Manage and update Remedy tickets ensuring timely communication with customers. Work with internal teams to estimate billable compliance project timelines. Identify, triage, and resolve bugs in collaboration with development teams.
• Testing Risk Management : Install and test software upgrades in the lab. Provide risk management by reviewing production deployment designs and procedures.
• Documentation : Create installation and troubleshooting documentation. Demonstrate expertise in technical writing and documentation.
• Work Schedule Shift Coverage : Willingness to work alternate shifts, weekends, and public holidays as part of the Regional ASG Team. Provide follow-the-sun shift coverage.
• Technical Expertise Leadership : Act as a subject matter expert and go-to engineer for complex issues. Work independently with minimal supervision, exercising initiative and judgment. Mentor and train employees of varying skill levels and personalities. Negotiate complex arrangements with internal teams and external stakeholders. Consistently apply advanced technologies engineering principles and innovative solutions.

Requirements :

• Knowledge in installation and troubleshooting of server-based technologies, databases, and operating systems.
• Knowledge of telecommunications networks and related security technologies.
• Ability to work nights & weekends as required.
• Ability to travel at short notice may be required.
• Excellent communication and interpersonal skills.
• Ability to work independently with minimal supervision.

What We Offer :

• A dynamic and supportive work environment.
• Ongoing training and development opportunities.
• Competitive salary and benefits package.