Job Purpose
Provide technical support and operational assistance for the
Visual Distortion (VD) Project, ensuring smooth functioning of all systems, rapid issue resolution, and continuous communication between technical teams and end users. The role also includes monitoring system performance, managing tickets, and coordinating with IT, network, and development teams.
Key Responsibilities
- Technical Support & Operations
- Serve as the primary point of contact for technical issues related to the VD Project.
- Monitor applications and system performance using diagnostic tools.
- Respond promptly to all end-user incidents, troubleshooting and resolving issues effectively.
- Log, track, and follow up on support tickets using the project ticketing system.
- Open and coordinate technical support tickets with IT, Network, and Development teams as needed.
- Ensure system stability and uninterrupted service delivery through proactive monitoring.
- Maintain detailed documentation for configurations, troubleshooting steps, and resolutions.
- System Monitoring & Issue Resolution
- Continuously monitor VD system health and detect potential issues before they impact operations.
- Troubleshoot and resolve application, network, or integration problems in collaboration with relevant teams.
- Deployment & Implementation Support
- Support project teams during system deployment and updates.
- Verify that implemented solutions meet project specifications and client requirements.
- Assist in User Acceptance Testing (UAT) and coordinate validation with stakeholders.
- Client Support & Escalation
- Act as the primary technical interface for client-side inquiries related to VD Project systems.
- Escalate unresolved or critical issues to higher-level technical support and ensure timely resolution.
- Reporting & Documentation
- Prepare detailed reports on system performance, incidents, and resolution progress.
- Maintain updated technical documentation, process flows, and client communication records.
- Continuous Improvement
- Identify opportunities to improve system efficiency and response processes.
- Contribute to knowledge sharing and training for internal teams and client stakeholders.
Education
Qualifications & Skills:
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
Experience
- Minimum 35 years of experience in technical support, system monitoring, or IT operations.
- Experience in Smart City applications, IoT systems, or Visual Distortion (VD) systems is preferred.
Technical Skills
- Strong troubleshooting and problem-solving capabilities.
- Familiarity with ticketing systems (e.g., Jira, ServiceNow) and monitoring tools.
- Basic knowledge of networking, application integration, and database systems.
- Ability to coordinate with IT, Network, and Development teams for issue resolution.
Soft Skills
- Excellent communication and client-facing skills.
- Ability to manage multiple tasks under pressure.
- Strong organizational skills and attention to detail.
- Collaborative mindset for coordination across multiple teams.
