First Line of support

Overview

The First Line support engineer is responsible for assisting the IT team in delivering a first-class support service to the end-customer by resolving issues in person, over the phone, or via remote connectivity. The role has a variety of tasks and requires a real team player who can manage his/her time efficiently and prioritize or escalate technical issues to ensure a prompt closure.

Job Responsibilities

• Troubleshoot and resolve first-line support issues in a timely and effective manner.
• Take ownership of support issues, be proactive and seek closure ensuring all relevant support procedures are followed.
• Log all communication on the ticketing system and maintain full documentation.
• Escalation of more complex calls to the relevant support team member.
• Perform any other reasonable duties consistent with the role as required.

Interpersonal skills

• Good communication (written and spoken).
• Good time management.
• Manage conflicts.
• Pro-active approach to work.
• Customer oriented.
• Problem ownership.
• Team players.

Education and Experience:

1. Developer 1^st line support, you can consider the below profile

Job Description:

• Analyze customer problems, resolve and close customer complaints as per assignment from team leader. 
• Prepare software and hardware design documents for review by project team leader/Senior engineer. 
• Generate project documentation. 
• Analyze applications problems.
• Implement the DCS and other hardware and software applications. 
• Undertake the testing of software and hardware 
• Prepare and submit weekly reports to the project team leader. 
• Provide feedback to the Services & Engineering Manager on the performance of the Technicians, as input into their performance evaluations. 
• Report the status of the customer service provided to the project team leader. 
• Provide customer support during warranty periods.
• Report Cusomer Issues to internal team

Job Requirements:

• Experience with IIS and deploying application.
• Experience with Active Directory.
• Experince with application instllation 
• 2+ years of experience .
• Experience with Azure Cloud.
• Experience deploying applications

2. Data and AI 1^st line support, you can consider the below profile:

Responsibilities:

• Design and Develop of Data Warehousing, Reporting and Analytics solutions that deliver information efficiently, with the end goal to solve business challenges and achieve business objectives.
• Design and develop ETL (extract-transform-load) processes to validate and transform data, calculate metrics and attributes, and populate data models.
• Design interactive and analytical dashboards and scorecards.
• Build tabular and paginated reports.
• Prepare unit tests for all work to be released to live environment (including data validation scripts for data sets releases or changes).
• Implement performance tuning on databases, OLAP cubes, tabular data models, reports and dashboards based on monitoring.
• Organize and deliver knowledge transfer to clients.
• Proactively seek to develop self.
• Look to improve technical skills, industry/Future knowledge, and analytical techniques.

Qualifications:

• Bachelor’s degree in computer science or equivalent.
• T-SQL DDL, DML, DQL, and DCL commands.
• Dimensional modelling and data warehousing.
• Data analysis, wrangling, and quality using T-SQL and Python.
• Data modelling tools ex. Erwin (preferred).
• SSIS, SSAS, and SSRS.
• Data integration tools like ODI, Informatica, and Talend (preferred).
• Power BI.
• Data visualization and analytics tools like Tableau and Qlik (preferred).
• DAX and MDX.
• Azure SQL, Synapse Analytics, Data Factory, Azure Analysis Services (preferred).
• Expert problem-solving and analytical skills.
• Outstanding written and verbal communication skills.
• Ability to work in a fast-paced, deadline-driven environment.