Responsibilities

• Provides technical advice and support to Level 1 and 2 Engineers.
• Customer support on‑site and off‑site.
• Provides remote troubleshooting if needed.
• Attends to high severity incidents on and off‑site.
• Prepares and follows up on incident reports, if any.
• Updates incident tickets in a timely manner in the Field Service Management System to meet contractual Service Level Agreements.
• Reviews and submits incident reports in a timely manner.
• Coordinates with the technical team to prepare problem management reports.
• Reviews problem management reports.
• Monitors and ensures problem management reports are submitted in a timely manner.
• Leads problem management and resolution in the support products.
• Leads project implementation.
• Reviews project scope, Pre‑Implementation Validation (PIV) and prepares a project deployment checklist.
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