Handle daily support and monitoring task for all Customs applications in a 2nd level technical capacity. Capable of managing, tracking and resolving daily support incidents using established support tools, procedures and Service Level Agreements. Provide support to Senior/Lead Software Support Engineer for all assigned support tasks
Good knowledge in SQL scripting and procedures.
Provide 2nd Level Technical support to all Customs internal and external stake holders and as well as Customs Strategic business partners
Establishes communication with 3rd Level Support, System Administrator, System analysis and Testing teams for improving system capabilities and reducing support incidents.
Monitor all Customs applications and system health proactively to ensure IT systems availability as per service levels agreed with all stakeholders
Support the Senior Software support Engineer/Lead in all daily support requirements.
Coordinate and perform system monitoring and post deployment support during project and maintenance releases.
Work within established SLA boundaries for software support services.
Utilizes Service Management repository for software incidents
Initiate maintenance requests for the development of packaged procedures and function for repeated support scenarios.
Ensures the proper training of 1st Level support team and application users to be able to cope with expected support load.
Utilizes Pre-Approved scripts and procedures to resolve data specific incidents as per the established support procedures.
Escalate critical incidents to Senior Software Support Engineer and Software Support Lead.
Reports regularly the status of incidents resolution activities for incidents in hand.
Perform other Ad-hoc duties and responsibilities as required.
Min 5 years of experience
Bachelors Degree in Electrical Engineering, Computer Science, Information Technology, Information Systems, or related technical field