Technical Engineer

Company : Idemia

Job Description - Technical Engineer

Purpose

This role is responsible for the application performance and availability, working closely with other technical teams to ensure the service to our client is always of the best quality.

Key Missions

Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA

Reproduces and document customer problems and escalate them to relevant solution or product development teams

Provides input as required on product and customer specific functionality, configuration and usage

Designs corrective action plans or local workarounds that allow issues to be solved within the SLA

Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress

Maintains support documentation up to date

Carries out on-site administration and preventive maintenance activities

Performs system upgrades at customer premises during post go live period (ramp up/grace period)

Ensures procedures are correctly implemented

Maintains IT infrastructure and backend components, including hardware and software

Conducts analysis with guidance of a Customer Success Engineer 2

Profile & Other Information

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