Technical Support Engineer

GMP has established itself as the pioneer of Interoperable Smart Parking which connects all parking and mobility stakeholders on a common platform who are operating in silos. GMP has had great success in the European market and is now expanding in US and other markets globally. This is an opportunity to be part of a high growth team with a global footprint.

Responsibility:

• Interact with customers to provide information in response to inquiries, concerns, and requests about products and services.

• Become the product expert and understand in depth how configurations affect product functionality.

• Own the onboarding of new customers.

• Configure, install, maintain and upgrade computer systems hardware and software.

• Restores files or systems by designing, writing and implementing backup procedures.

• Ensure continuous monitoring of ageing of tickets and aggressively focus on solving tickets quick.

• Understands, utilizes and provides input for updates to the process documentation related to tools and processes required for smooth operations.

• Assist the Operations Manager in daily management.

• Open and track tickets through resolution and give summary reports to customers and internal stakeholders.

• Execute resolutions to problems and follow standard practices.

• Determine, record and work with team to revise current procedures to enhance customer satisfaction.

• Develop best practices and guidelines for TechOps team.

• Review meeting with internal & external stakeholders (weekly / monthly).

• Following defined escalation path when needed.

• Re-routing misdirected incidents that have not been handled in a timely manner.

• Adhering to defined internal & external SLAs.

• Flexible to work in rotational shifts.