Assisting the Support Engineer or Software Engineer in problem resolution beyond the capability of the 1st Level Support Staff.
Performing system recovery if needed.
Escalating unsolvable problems to the 3rd Level Support Staff and reports the escalation to superior.
Ensuring that the System runs according to contractual specifications after problem resolution.
Providing advice on system / database performance monitoring and tuning.
Ensuring deployments of approved patches/releases are implemented accordingly to Change Request.
Complete all Service Requested accordingly to SLA timeframe.
Assisting the Customer in the verification, isolation, and/or provision of a temporary work‑around for the problem logged beyond 2nd Level Support Staff capability.
Escalating unsolvable system problems and service request to the OEM/Vendor for technical support.