Data Management Consultant
Actian
Cloud
Job Level
JuniorMid-Level
Tech Stack
CloudMacOS
About the role
- Provides first level of support for internal and external customers on PC system incidents and requests using technical and service knowledge.
- Assumes ownership for the coordination, investigation and documentation of customer and system incidents.
- Perform basic to medium level of diagnosis of problems and incidents and resolving them when appropriate.
- Interprets problems or errors and assesses the risk of events and escalates appropriately to protect client services.
- Properly document all problems, incidents, requests and follow- up on all of these to ensure customer satisfaction.
- Monitors issues until they are closed while demonstrating a good understanding of the customer’s business needs and applying them to the management of system events & incidents.
- Execute test plans or scripts while developing and maintaining customer Service Level Agreements (SLAs), handling time and customer satisfaction.
Requirements
- At least 2 years of experience of an IT support role in a remote environment
- Proficiency with cloud platforms (Google Workspace and Microsoft 365)
- Proficiency with latest Windows & MacO operating systems and remote support tools
- Familiar in using AI applications like ChatGPT, Gemini and others
- Able to adapt to flexible time and willing to be assigned on graveyard shift from time to time
- Strong understanding and working knowledge of customer resolution management
- Good and above average oral and written communications skills, ability to articulate, comprehend and express oneself in English, both oral and written
- Ability to work creatively and analytically in a problem-solving environment
- 100% remote: must provide own PC/laptop meeting mandatory specifications
- Wired internet connection and stable internet connection (at least 20mbps download & 5mbps upload, ping not higher than 50ms)
- Mobile data and power backup is a must
- PC specs: Processor Intel i5, 11th Gen or Ryzen 5 and higher (TPM compatible); Memory 16 GB RAM; Storage 1TB (Windows environment)
- Operating System: Windows 11 Pro (64-bit) or later, MacOS Sonoma or later
- People with Disabilities (PWD) assisted applications should be duly licensed
