• Routine system maintenance tasks, applying software fixes/updates and other preventive maintenance tasks to ensure system is working according to the availability requirements;

• Respond to incidents and perform break/fix activities when errors and faults occur in order to restore the equipment operation as quickly as possible;

• Participate in the Problem Management process, contributing with on-site observations; • Make recommendations for process and tool improvements

• Look for continuous service improvement opportunities

• Customer focus: meeting the expectations and requirements of customer, establishing an effective relationship with customer with trust and respect.

• Troubleshooting critical applications (in-house and 3rd party vendors) and Microsoft SQL Servers if applicable.

• Basic SQL server database troubleshooting and Disaster Recovery (DR) for MSSQL Server if necessary.

• Identify the root-cause analysis and resolve faults both remotely and at the client sites;

• Liaise with customer, on site and remotely, and proactively communicate with the Service Delivery Manager, escalating issues and identifying service improvement opportunities;

• Provide on-site early life support and deliver train to system users;

• Analyse system performance in relation to business benefits;

• Document and publish articles in the Technical Services Knowledge Base;

• Document resolutions and recommendations in the Ticketing System;

• Install, configure and setup Vision-Box equipment according to the installation manuals and/or supervisor instructions;