Technical Support - L2 Professional

Description

HotelKey, Inc. is seeking a Level 2 Support Engineer to join our growing services team supporting operations of HotelKey Frontdesk PMS and a suite of ancillary applications, which are part of our new cloud based Property Management System. HotelKey Level 2 Support Engineer will help in Monitoring and Maintaining the health of the HotelKey Production, QA, Staging and Development environments and ensure 100% availability. Level 1 Support will troubleshoot issues raised by Level 1 related to operations and also work on tickets raised by them for specific needs.

Level 2 support will also work on quality improvement projects for achieving continual improvements in service levels.

Responsibilities :

• Monitor and maintain health of all the environments of HotelKey PMS
• Monitor alerts, accordingly acting on resolving them
• Determine the issues as P1/P2/Proactive and engage Tier III teams to resolve the issue
• Supporting code changes and release Management
• Monitoring Batch process and Load Monitoring
• Raising change requests and getting approvals from related client business and IT teams
• Resolve all tickets raised by Tier I Support
• Ensure 100% Availability of service
• Outage Handling and Troubleshooting Critical Network Related issues
• Troubleshoot functional issues of Tier I on the HotelKey PMS
• Meet all SLA requirements and help maintain Key Performance Matrix
• Compile, review and monitor daily / weekly performance of the Project
• Ensure that project deliverables are met and project time is maintained
• Identify improvement areas and implement measures to maximize customer satisfaction levels.
• Assess customer feedback, and evaluate areas of improvements based on critical feedback
• Participate in internal and external (Client retained external audit agency) audits and reviews for the project.
• Work with client IT teams and support knowledge sharing across teams.

Requirement :

• Experience in Tier II Support activities
• SQL server database and query language knowledge required
• AWS Cloud and Network related knowledge required
• Excellent people management skills and communication skills required
• Good Analytical and presentation skills
• Knowledge of Microsoft Word and Excel
• Experience in Hospitality Industry property management is a plus.

Required Skills

technical support MysQL

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.