Support Engineer
Current- Providing high-quality technical support of the solution implementation.- Responsible to meet the Service Level Agreement (SLA) for providing 2nd-level support of the Incident/Problem/Service Request including troubleshooting, resolution, work around and root cause analysis. - Log, track and update tickets in ticketing system. - Always communicate with users to update the status and details of the Incident/Service for 24/7. - Conduct preventive maintenance activities including software and hardware. - Perform routine checks and alerts tuning to optimize system performance and prevent potential issues. - Perform ad-hoc tasks or request from the users. - Involved in various phases of a project delivery cycle including User Acceptance Tests (UAT), reporting & KPI analytics.