Senior Control Room Technician

Prefered skills

Installations, Control Room, Cloud Services, Relationship Development, Technological Innovation, Remote Control, Troubleshooting, Client Relations, Teamwork

Job description

The Senior Control Room Technician plays a critical role in ensuring the seamless operation, maintenance, and support of our cloud-based systems and services. You will collaborate with clients and internal teams to troubleshoot technical issues, provide timely resolutions, and offer expert guidance to optimize their cloud infrastructure. 

Responsibilities
Infrastructure Management:

• Monitor cloud performance, identify bottlenecks, and recommend optimization strategies.
• Implement and maintain security measures to safeguard data and systems.

Remote Technical Support:

• Respond promptly to client inquiries and technical issues via remote communication channels.
• Provide step-by-step guidance to clients for system configurations, software installations, and troubleshooting

 
Incident Resolution:

• Investigate and resolve incidents within defined service level agreements (SLAs), minimizing downtime and disruption for clients
• Escalate complex issues to higher-level support when necessary, ensuring effective issue resolution.

 
Documentation:

• Create detailed technical documentation for client configurations, troubleshooting steps, and best practices.
• Maintain a comprehensive knowledge base with articles and solutions for common issues, facilitating efficient support.

 
Collaboration and Communication:

• Clearly communicate technical information to both technical and non-technical clients, fostering a strong client relationship.

Problem Solving:

• Analyze system logs, performance metrics, and error messages to identify root causes of technical issues.
• Develop innovative solutions and workarounds for complex problems to minimize client impact.

Training and Guidance:

• Provide training sessions and workshops for clients to help them understand and effectively use cloud services.
• Offer proactive guidance on best practices, cost optimization, and cloud resource management.

 
Client Relationship Management:

• Build and maintain strong relationships with clients, understanding their business objectives and technical requirements.
• Proactively communicate with clients to provide updates, gather feedback, and ensure overall satisfaction.

Qualifications

• Proven experience in cloud support, remote technical support, or related roles.
• Proven experience in the setup and management of control room systems and processes will be highly beneficial.
• Strong troubleshooting skills and the ability to diagnose and resolve complex technical issues.
• Excellent communication skills, both written and verbal.
• Self-motivated, able to work independently in a remote environment.
• National Diploma in Computer Science, Information Technology, or related field (or equivalent work experience).