Follows incident management procedures;
Logs or documents all customer requests/incidents/ inquires (via all communication channels);
Identifies and logs correctly the customer contact details;
Creates & escalates ticket to 2nd level;
Performs and documents remote support sessions following the procedure;
Troubleshoots & diagnoses all issues;
End-to-end ticket tracking and follow up;
Shares knowledge and offers support to other colleagues;
Trains colleagues after participating to trainings perform by 2nd level/BU’s outside our location;
Is back-up for other colleagues when needed;
Sets up and maintains laboratory equipment;
Contributes to knowledge base articles;
Escalates existing/ potential complaints to team leaders or OPM;
Assists the customer in collecting the required system data and logs;
Is aware of the project KPI’s and contributes in fulfilling them;
Maintains quality service by following organization standards;
Reads, understands and applies the procedures from area of responsibility and other interdepartmental procedures, applicable within the company;
Fulfils any other tasks related to area of responsibility, as requested by direct superior.

Security Systems Specialist