Technical Specialist

Key Roles and Responsibilities: Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational Perform necessary checks, apply monitoring tools and respond to alerts Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail Assist in analyzing, assigning, and escalating support calls Investigate third line support calls assigned and identify the root cause of incidents and problems Report and escalate issues to 3rd party vendors if necessary Provide onsite technical support to clients and provide field engineering services to clients Conduct a monthly random review of incidents and service requests, analyze and recommend improvement in quality Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed Proactively identify opportunities for work optimization including opportunities for automation of work