Perform problem isolation and analysis and provide a workaround or permanent fix to Clients first level support.
Escalate unresolved Second Level problem to solution architect, product development team and principal’s technical support.
Provide 2nd level support by responding and resolving application and system problems referred to us by our customers First Level support.
Support is thru email, phone and onsite if necessary.
Answer technical issues raised by clients IT Managers, CIO on how to optimize usage of Infomax products.
Conduct installation and verification testing of software products as needed.
Communicates with Clients regarding Product Support Lifecycles in order not to disrupt operations.
Conduct regular refresher product training and new product features to Clients
Perform other job-related tasks may be assigned from time to time
Configure and fine-tune cloud infrastructure systems
Install and configure virtual cloud instances
Support cloud servers including security configurations, patching, and troubleshooting.
Establish Virtual Private Networks (VPNs) to customer environments
Technical knowledge of Windows Server, Active Directory, Group Policy
Install Infomax products as part of a Project Implementation Team
Customize client solutions based on requirements documents provided by Services / Solutions Architect Team
Performs assistance during SIT and UAT during solution implementation
Implement changes and / or updates to client solutions post-implementation
Provide documentation requirements as part of the Implementation Deliverables.
Provide input to Professional Services and other enhancement requirements for Migration Services should a client want to migrate to another platform for the product version
Inform the immediate supervisor and project manager of any issues that may affect the project.
Education : Bachelor's Degree / College Degree Computer Engineer, Computer Science, Information Technology or equivalent
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