Training new engineers who join the team Ensure that the objectives set for each team member are accomplished and even exceeded Distribute the tickets assigned to the team to each engineer, making sure to maintain a balance in the work load for each team member Planning the on-call shifts and vacations Participate in weekly management meetings where we discuss the issues encountered in the previous week and find solutions for them Check the information filled in by each team member regarding their daily activity (Time Tracker) Recruitment Check and validate the intervention procedures written by each engineer before being implemented on live systems Check and validate the knowledge articles written by each engineer Support escalation point for all eServGlobal’s customers Perform all the activities of a Support Level 2 Engineer (mentioned bellow)

Level 2 support and assistance given to eServGlobal's clients by answering their demands and questions Responsible for maintaining the eServGlobal products Perform analysis of traces and logs for both O.S. and applications, in order to provide fast incident solving solutions Execute remote interventions and monitoring activities on the client servers when necessary Incident tracking and updating using eServGlobal tracking tools Maintaining communication with the customer and with support higher levels Identify tasks requested by the customer that do not fit in the maintenance scope and initiate change requests accordingly Develop shell scripts for different purposes Visit customer sites to perform Level 2 support work on site if requested Perform on-call shifts during night and weekend

Solving hardware and software tickets opened by eServGlobal's customers according to SLA terms Implementation of software patches and updates Predictive maintenance and monitoring

Ensure hardware and software platforms availability. Ensure scalability and acquisition of new modules and systems (both hardware and software). Ensure technical support for the internal users. Design procedures and work instructions in order to enhance the level of processes integration. Perform scheduled/unscheduled operations on hardware and software platforms. Ensure support for Billing Systems databases users. Perform the administration tasks on the Billing Systems databases (backup, recovery, tuning, installation, monitoring etc). Installing and configuring new servers and applications. Ensure permanent optimization and development of Billing Systems databases. Perform scheduled/unscheduled operations on Billing Systems databases.

Participating in the process of invoices' emitting and delivery.Monitoring the CDRs processing.Solving the errors that occur during bill period.Executing functions and procedures specific for pricing every tariff plan.Configuring tariff plans.Creating different reports using PL/SQL, based on the information provided in the databases.Solving different invoice related customer complaints.Monitoring, analyzing and solving traffic problems.Checking customer's accounts on o constant basis and proposing strategies for eliminating the problems that can occur.Developing and maintaining the software platforms that are used on a daily basis.

Providing telephonic technical support to Zapp internet users. Solving customer complaints. Maintaining a high level of knowledge about the company's products and services.Informing the clients regarding the solutions related to their requests and offering recommendations agreed with the Technical function.Offering support to both internal and external clients in a client service oriented manner respecting the standards and procedures flow agreed by the organization.Answering questions related to the offered services and products.Anticipating various problems with which the existing or potential clients may be concerned.Provide general information on networking and data transmissions.Answer existing customers’ various inquiries on ZAPP data transmission.Troubleshooting on customers’ data transmission issues.Assist customers in setting-up the Internet dial-up connection (modem, drivers and ports installation).Offer support for e-mail client configuration, fax transmissions and professional voice mail functioning.Assist customers in Zapp Mobile Portal registration and configuration and provision portal account changes.Elaborate written answers/explanations to customers’ data transmission related requests received by email.Follow up on issues that cannot be solved during the call and escalate them to Technical Department. Analyzing and following up the solution of the registered requests by the clients by closely collaborating with the Technical Department.Contacting the clients with special needs like VPNs, routers, roaming.

Conducting telephonic interviews.Creating databases.Introducing information in databases.