As a Technical Support Engineer, my purpose is to assist our customers 24/7 where I am responsible for providing Afiniti’s technical support to customers via phone, web, email, chat and other support channels as required.Major roles and responsibilities include:- Perform initial troubleshooting to identify the root cause by eliminating step-by-step possible root causes of the incident- Perform comprehensive root cause analysis and advise how to avoid such incidents in the future- Record incident resolution in system and communicate to all stakeholders- Research, diagnose, troubleshoot and identify solutions to resolve customer issues- Provide initial assessment of urgency and business impact on all support helpline calls and emails- Document knowledge in the form of knowledge base tech notes and articles - Record internal and external client service requests, incidents and change requests into system and communicate ticket ID to client for their follow up- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams- Maintain overall ownership of client’s issue and service, ensuring that they receive resolution within a committed SLA

Major roles and responsibilities include:- Drafting and creating workflows & SOPs of systems prior to projects implementation.- Understanding requirements and creating/designing risers & system architecture accordingly and subsequently generating BOQs.- Project Planning and ensuring execution as per SLDs/CDs from aligning inter-departmental resources & vendors, reviewing drawings to on-site installation, commissioning and testing as per health-care and safety standards.- Performing Technical Appraisals as per standards prior to product selection and procurement.- Ensuring maximum up-time for all 200+ services and equipment under my domain through ERP (Infor EAM).- Troubleshooting and resolving breakdowns and operational issues within few hours for critical assets.- Performing Planned Preventive Maintenance Periodically accordingly to work instructions.- Providing inter-department IT related support and help.- Configuring network and other software parameters on IP based devices.- Providing operational trainings to users and technical functions training to other staff.- Inventory Management: ensuring all assets information is upto date on ERP, availability of spares, and replacement planning of old assets.ELV, Safety & Security and other hospitality systems I've worked on:- Electronic Queue Management System, EQMS (Wavetec, GMS)- Pneumatic Tube System (Ing. Sumetzberger GmbH)- Motorized Sliding Doors (Dorma, Assa Abloy)- OR Surgical Lights (Gebrüder KLS Martin, Mediland, Infimed, Hospilite)- Walk-through Metal Detector Gates (Garrett, CEIA)- Digital Marketing Standees & Food Menu Boards (Wavetec)- Last Person Out Logic - Interlocking - Access Control Keypads (Dormakaba, AEI)- Clinical Procedure and Examination Lights (Derungs, Maquet, KLS Martin)- OT Tables (Maquet, Trumpf)- CCTV (Honeywell, Hikvision)- Formaldehyde Gas Detection System (IST)- Fire Alarm (SCHRACK, Secutron)- Nurse Call System (SCHRACK)- BMS (Schneider Electric)

Reverse Engineering,Quality Assurance Standards

HPLC, Potentiometric Titrator, Karl Fischer, UV Spectroscopy, Bomb Calorimeter to test water purifier samples and other products samples.