Incident Management
- Track and document issues: Log all issues, resolutions, and updates in a ticketing system or help desk software (e.g., ServiceNow, Jira).
- Escalate issues: If unable to resolve, escalate complex issues to higher-level support or specialized teams (e.g., engineers or other partners).
- Monitor and follow-up: Ensure timely resolution of issues and follow-up with users to provide status updates within SLAs and confirm their problems have been resolved.
End User Troubleshooting and Issue Resolution
- Troubleshoot and resolve issues that have been escalated from the Helpdesk
- Review Evinova Product configuration files to determine root cause of end user issues
- Reproduce issues on test devices if applicable
- Review and resolve activation and configuration issues
- Review and resolve missing user data issues
- Liaise between callers and other Evinova teams, as needed (including engineering, vendors, etc.)
System Monitoring & Maintenance
- Monitor system performance: Keep an eye on system performance and reliability, ensuring systems are functioning optimally.
System Releases
- Propose change requests and new features to engineering teams for future releases
- Upskill on new system releases and understand new functionality and support/ troubleshooting required
Collaboration and Communication
- Coordinate with other Evinova teams: Work closely with other teams to resolve complex issues (including engineering, QA, product, etc.)
- Communicate status updates: Keep users informed on issue status, expected resolution times, and any major system outages or updates.
- Stakeholder interaction: Engage with different departments to understand specific technical needs and provide tailored support.
- Meeting attendance: Attend key meetings and represent T3 issues (including meeting with other Evinova teams and T1 helpdesk)
Required Skills: 英文听说能力, 沟通/学习能力，
- Communication: Strong engagement, communication and stakeholder management skills, including excellent presentation and influencing skills
- Help Desk: Experience in software maintenance / help desk environment
- Problem Solving: Proven experience of working with complex integrated systems, using creative and strategic thinking to deliver results
Required Technical Skills（optional）:
- ITSM tools: experience using Jira, Confluence and Service Management tools
- Monitoring Tools: Experience working with monitoring tools (Grafana / Kibana)
- Device Troubleshooting: Experience troubleshooting device issues using applications like Browser stack
- Configuration: Experience working with development and/or configuration of COTS solutions, that are configured based on customer needs
- Database Usage: Experience understanding databases (eg., MongoDB / Microsoft SQL / Oracle DB) and writing basic tech queries in database
- Application logs: Experience checking logs of multiple applications - eg., Sentry