Own or contribute to root-cause analysis, corrective actions and preventive improvements so recurring incidents are reduced rather than repeatedly worked around.
Equipment Deployment and Maintenance: Responsible for the planning, deployment, and initialization of new equipment, including system installation, software configuration, user account setup, etc. Regularly check equipment updates and maintenance, and ensure equipment security and Performance optimization.
Support, manage, optimise and maintain the configuration and installation of the Desktop, including, but not limited to, patch updates and hardware replacements, with spares provided by the vendor.
Research, test and implement cost-effective technology, automation and digital solutions (e.g. Fluent Forms, open-source solutions) to improve workflows and efficiency.
Coordinate with customers and internal technical teams, including Development, Quality Assurance, Infrastructure, and other stakeholders, to escalate complex issues, provide detailed analysis and reproduction steps, and test and validate fixes, patches, and software updates.
Clearly document problem details, troubleshooting actions, and findings, and prepare comprehensive escalation materials for issues requiring further investigation.
Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of calls online, without having to dispatch to service partners or desk side support technician.
Simulate Customer Environments: Utilize our specialized onsite support laboratory to recreate customer scenarios, test instrument performance, and validate technical solutions