Technical Support Specialist
Mercans – HRM and Payroll
Total years of experience :2 years, 5 Months
Respond to and manage incidents related to application failures or performance issues. Follow established incident management processes, document incidents, and coordinate with relevant teams to resolve them within agreed-upon service level agreements (SLAs). Collaborate with development teams to deploy new application releases or updates. Ensure proper configuration and setup of application in different environments (e.g., staging, acceptance, production). Provide technical support to end-users, addressing their questions, issues, and requests related to the application. This may involve troubleshooting user problems, providing guidance on application usage. Perform root cause analysis for recurring or critical incidents, identify underlying issues, and propose preventive measures or system improvements to mitigate future problems.
Research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. Worked with multiple teams like User Access Management and AWS for Diagnosing and Repairing faults, configuring operating systems and using remote desktop connections for immediate support. Responsible for working with different systems, software, and hardware and following standard procedures to escalate unresolved issues to appropriate internal departments. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
First Class with Distinction.