Click here to Apply Bilingual Technical Support Specialist ( English & French ) About the Job Responsibilities: Managing ticket workload across a number of customers, escalating issues where appropriate and providing resolution to issues Liaising with internal Customer Managers, Service Desk, Incident, and Problem Managers and Change Managers, whilst being involved in the management of major incidents and performance reporting Troubleshooting issues in the product (application and data), database server, web server (IIS), and networks, to minimize the risk of disruptions Communicating and escalating critical service failures through the Incident Management, Problem Management, and Senior Management teams Ensuring reviews are fully documented and actions are raised and fulfilled Being involved in changes to the service operation tools, processes and working practices Assisting in defining and meeting SLAs, OLAs, and maintenance, as well as updates of the service catalog Assisting in building up the Services Support Knowledgebase and promoting more 1st- line support resolution by the Global Service Desk Undertaking continuous improvement in the operation Coordinating with Product Development and Implementation teams to support product updates Supporting updates to products and services in both test and live system environments, in compliance with defined procedures Creating Microsoft SQL Server and Oracle Databases scripts to identify and correct data integrity issues in customer’s data Identifying opportunities that can improve the efficiency of the business and technical processes Including all other duties as may arise from time to time and as may be assigned Job Details Posted Date: 2020-10-29 Job Role: Information Technology Company Industry: IT Services Preferred Candidate Career Level: Mid Career Click here to Apply