Technical Support Expert

Position summary
The Technical Support Expert is a key role in the Customer Service team and is in charge of supporting, maintaining of the company's systems and supporting technical services infrastructure as Tier 3.
The Technical Expert is responsible to identify, develop and supporting solutions to improve application availability.
Candidates should have Applications, Database, Storage and Backup technologies experience, Disaster recovery process and execution experience, distributed systems implementations related to Database Replication strategies.
This position requires flights to customer sites from time to time and be available to
at least 5 times on month to on- call.
Principal Duties and Responsibilities
· Provide customer support and technical issue resolution within the agreed SLA
· Perform in-depth troubleshooting including DB analysis, reading system logs to identify and solve complex support issues that were escalated by other support levels.
· Enhance operational efficiencies and effectiveness via tools, scripts, workflow, technology and process improvements
· Responsible for all applications configuration according the site and customer requirements
· Obtain general understanding of OS and application operations related to company offered services
· Write technical notes and troubleshooting procedures to be used by the entire Support Services group
· Knowledge expert that will serve as the focal point to the entire Customer Services team
· 5 years experience with:
• Supporting international customers – Must
• Supporting multidisciplinary systems – Must
· Experience with managing databases technologies – is advantage
• Familiar with SQL scripting
· Win Server or UnixLinux OS as administrator
· Experience with managing web servers as IIS- advantage
· Ability to understand flows and provide creative technical solutions
· Knowledge of network elements as Firewalls, VPN, Virtual Machines – is advantage
· Languages:
• English – superior level – Must
• Spanish/any other language – Advantage