Operations Technician

Main

Purpose:

Maximo Operations Technicians are client facing professionals responsible for the provision of excellent customer service and reliable Root Cause Analysis techniques to identify the causes of incidents and problems regarding system configurations, customised applications, reports, data and hardware. Specific Responsibilities:
To respond to Clients requests for support in a timely and professional manner adhering to client SLAs. To ensure that all work completed as part of a response to a request for support is recorded accurately in tickets and in timesheet entries. To employ effective Root Cause Analysis techniques when troubleshooting incidents, bugs or problems reported by clients. To be polite, courteous and diligent when communicating with clients over the telephone or by e-mail.

To ensure that requests for support are responded to in accordance with client SLAs and clients are kept up to date with the progress of their request To escalate requests for support to Senior Technician colleagues as and when necessary. To ensure that solutions are thoroughly tested and documented prior to being released to client environments