Remote Application Support
Modular Mining
2021-07-19T20:24:44Z
Denver
Colorado
United States
Information Technology
(No Timezone Provided)
positon description Job Title: Remote Support Technician Date Created: April 2017 Team: Operations Updated By: Melinda King Location: Approved By: Arran Robertson Reports To: Team Lead Remote Support Date Approved: 12 May 2017 Job Purpose This role primary objectives are:
MineWare’s remote product support function is delivered with the highest level of professionalism, efficiency, and effectiveness. Including meeting obligations for the delivery of service and support for MineWare products into its markets. Assisting with support of MineWare’s ICT systems. Primary Accountabilities:
Timely response and resolution of all remote and IT support related issues. Customer satisfaction. The continuous improvement of MineWare’s Support Framework Areas of Responsibility Description Weighting Global Product Support Global Projects & new installation setups Continual identification and improvement of MineWare’s product support framework. 10% Assist with maintaining documentation of the MineWare support framework Assist in maintaining and updating the support software Follow up and update open calls in our support utilised software. Contribute to configuring office side installations for new and existing sites and migrations. 10% 1st and 2nd level support for MineWare products and internal IT systems. 40% Coordinate with the remote and field support teams. Monitor MineWare products and IT systems for faults. Work on the afterhours support roster in conjunction with the rest of the support team Receiving and logging support requests, problem diagnosis, resolution or escalation and client communication Proactively response to fault monitoring. 10% Maintaining strong, professional relationships with MineWare’s customers. 10% Ensuring all MineWare Support activities are in line with contractual requirements including client requirements for interaction with third party support companies, and similar. Learn and understand technical architecture and components of MineWare products (training provided). a. Pegasys b. mRoc Desktop c. mRoc Lite/MineWareManager d. Argus 10% Assist in maintaining all required systems, processes, and documentation to support the aforementioned activities. Identify and engage in root cause analysis activities to reduce the likelihood and consequences of common product issues 10% And other tasks deemed within context of this role
Decision Making Authority Act within company policy and guidelines Working Relationships Remote Support Technician will work closely with members of:
The Software Development Group to ensure the Remote Support Team has the information and training required to efficiently and effectively support MineWare’s full product suite, The Field Support Team(s) to facilitate the delivery of support services which require on-site activities. Project Managers as a part of the project team, configuring office side installations for new and existing sites and migrations. Job Holder requirements Experience : Support delivery to international locations Your personal attributes include:
Team Player Self-motivation Attention to detail and taking ownership of tasks to completion. Strong time management skills with ability to balance work priorities Calm disciplined approach to conflict situations Personal interest in staying up-to-date on technology trends Specialist Skills: Windows Operating Systems and Networking User security and rights management Windows 10 + technology and Windows 2012 + server technologies Application setup and maintenance Remote support delivery tools Understanding Firewall, NAT and Routing rules Basic network diagnostics Basic Microsoft SQL Server and Transact-SQL ITSM support tools
Remote Application Support
positon description Job Title: Remote Support Technician Date Created: April 2017 Team: Operations Updated By: Melinda King Location: Approved By: Arran Robertson Reports To: Team Lead Remote Support Date Approved: 12 May 2017 Job Purpose This role primary objectives are:
MineWare’s remote product support function is delivered with the highest level of professionalism, efficiency, and effectiveness. Including meeting obligations for the delivery of service and support for MineWare products into its markets. Assisting with support of MineWare’s ICT systems. Primary Accountabilities:
Timely response and resolution of all remote and IT support related issues. Customer satisfaction. The continuous improvement of MineWare’s Support Framework Areas of Responsibility Description Weighting Global Product Support Global Projects & new installation setups Continual identification and improvement of MineWare’s product support framework. 10% Assist with maintaining documentation of the MineWare support framework Assist in maintaining and updating the support software Follow up and update open calls in our support utilised software. Contribute to configuring office side installations for new and existing sites and migrations. 10% 1st and 2nd level support for MineWare products and internal IT systems. 40% Coordinate with the remote and field support teams. Monitor MineWare products and IT systems for faults. Work on the afterhours support roster in conjunction with the rest of the support team Receiving and logging support requests, problem diagnosis, resolution or escalation and client communication Proactively response to fault monitoring. 10% Maintaining strong, professional relationships with MineWare’s customers. 10% Ensuring all MineWare Support activities are in line with contractual requirements including client requirements for interaction with third party support companies, and similar. Learn and understand technical architecture and components of MineWare products (training provided). a. Pegasys b. mRoc Desktop c. mRoc Lite/MineWareManager d. Argus 10% Assist in maintaining all required systems, processes, and documentation to support the aforementioned activities. Identify and engage in root cause analysis activities to reduce the likelihood and consequences of common product issues 10% And other tasks deemed within context of this role
Decision Making Authority Act within company policy and guidelines Working Relationships Remote Support Technician will work closely with members of:
The Software Development Group to ensure the Remote Support Team has the information and training required to efficiently and effectively support MineWare’s full product suite, The Field Support Team(s) to facilitate the delivery of support services which require on-site activities. Project Managers as a part of the project team, configuring office side installations for new and existing sites and migrations. Job Holder requirements Experience : Support delivery to international locations Your personal attributes include:
Team Player Self-motivation Attention to detail and taking ownership of tasks to completion. Strong time management skills with ability to balance work priorities Calm disciplined approach to conflict situations Personal interest in staying up-to-date on technology trends Specialist Skills: Windows Operating Systems and Networking User security and rights management Windows 10 + technology and Windows 2012 + server technologies Application setup and maintenance Remote support delivery tools Understanding Firewall, NAT and Routing rules Basic network diagnostics Basic Microsoft SQL Server and Transact-SQL ITSM support tools