What are the responsibilities and job description for the Support Engineer position at Integration International Inc.?
Job Responsibilities :
Is in charge of providing a strong Level 2 support to business stakeholders on cloud-based platforms, technologies and integrated systems as part of EcoStruxure Platform Technology practice.
Duties and responsibilities :
- Understand how the digital solution in IOT enabled platform and integrated systems supporting the Business Process End-To-End
- Support internal and external customer using our internal IoT platform.
- Taking ownership of tickets and driving to quick effective resolutions within defined Service Operation processes.
- Improve customer experience by reducing time to resolution for support cases.
- Participate on major incident troubleshooting up to resolution.
- Drive complex issues to closure by coordinating with development & other support teams.
- Work actively with team members to contribute towards production stability.
- Engage with Tech Leads on transition of developed IT solutions to be supported in Run mode.
- Communicate effectively with users, collaborate with stakeholders and colleagues across locations.
- Escalate issues and other topics to the right team when needed.
- Identify opportunities to solve recurring issues & work along with L3 / Dev teams to deploy fixes.
- Document the knowledge base and share with team members.
- Contribute and promote Knowledge management in the organization.
- Improve existing documentation.
- Learn new Tools / Technologies as per business requirements.
- Strong adherence towards process orientation and promote best practices in the team.
Qualifications :
