Cynet Systems
Meridium Technical Support Specialist
Cynet Systems, San Antonio, Texas, United States, 78208
Job Description:
Responsibilities:
Technical Support And Troubleshooting:
Provide first-line technical support for Meridium APM software, assisting end users with issues related to system functionality, configuration, and performance. Diagnose and resolve technical problems, including errors, performance bottlenecks, and system failures. Log, track, and manage support requests via the ticketing system, ensuring timely resolution of all issues. System Configuration And Maintenance:
ssist in the setup and configuration of Meridium APM solutions, ensuring they meet the organization's needs. Perform regular system checks and maintenance to ensure the system operates smoothly. Collaborate with system administrators to implement updates, patches, and upgrades to the Meridium platform. User Training And Documentation:
Support end users on how to navigate and utilize the Meridium APM system effectively. Create and maintain user guides, technical documentation, and FAQs/KB articles to support internal users. Collaboration And Communication:
Work closely with the IT department, database administrators, and other technical teams to resolve cross-platform issues. Co-ordinate with vendor for resolution of product bugs, rollout of new features, etc Communicate effectively with stakeholders to gather information about system requirements, performance, and issues. System Performance Monitoring:
Monitor system performance to ensure that it meets service level agreements (SLAs) and optimize Meridium APM processes. Identify potential system improvements and recommend solutions to enhance functionality and efficiency. Incident Ans Problem Management:
Follow established incident and problem management procedures to restore services quickly and efficiently. nalyze recurring issues to identify root causes and recommend preventive measures. vailability for on-call support when needed for supporting high priority incidents, depending on company needs. Testing and Quality Assurance:
Conduct testing for system updates and new features to ensure stability and functionality before deployment. Collaborate with development teams to address bugs and enhancements based on user feedback and issues. Skills:
Strong understanding of Meridium APM features, modules, and functionality. Familiarity with ITIL practices and incident management. Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). Knowledge of MS SQL database and troubleshooting common database-related issues. Excellent problem-solving skills and ability to work independently or as part of a team. Strong communication and customer service skills. Preferred Skills:
Knowledge of asset management, reliability engineering, and industry best practices. Experience with Meridium's integration with other systems such as SAP IT certifications like ITIL, CompTIA, or similar credentials are a plus. Working Environment:
Full-time position. bility to work in a fast-paced environment and handle multiple support requests simultaneously. vailability for on-call support as required, depending on company needs.
Responsibilities:
Technical Support And Troubleshooting:
Provide first-line technical support for Meridium APM software, assisting end users with issues related to system functionality, configuration, and performance. Diagnose and resolve technical problems, including errors, performance bottlenecks, and system failures. Log, track, and manage support requests via the ticketing system, ensuring timely resolution of all issues. System Configuration And Maintenance:
ssist in the setup and configuration of Meridium APM solutions, ensuring they meet the organization's needs. Perform regular system checks and maintenance to ensure the system operates smoothly. Collaborate with system administrators to implement updates, patches, and upgrades to the Meridium platform. User Training And Documentation:
Support end users on how to navigate and utilize the Meridium APM system effectively. Create and maintain user guides, technical documentation, and FAQs/KB articles to support internal users. Collaboration And Communication:
Work closely with the IT department, database administrators, and other technical teams to resolve cross-platform issues. Co-ordinate with vendor for resolution of product bugs, rollout of new features, etc Communicate effectively with stakeholders to gather information about system requirements, performance, and issues. System Performance Monitoring:
Monitor system performance to ensure that it meets service level agreements (SLAs) and optimize Meridium APM processes. Identify potential system improvements and recommend solutions to enhance functionality and efficiency. Incident Ans Problem Management:
Follow established incident and problem management procedures to restore services quickly and efficiently. nalyze recurring issues to identify root causes and recommend preventive measures. vailability for on-call support when needed for supporting high priority incidents, depending on company needs. Testing and Quality Assurance:
Conduct testing for system updates and new features to ensure stability and functionality before deployment. Collaborate with development teams to address bugs and enhancements based on user feedback and issues. Skills:
Strong understanding of Meridium APM features, modules, and functionality. Familiarity with ITIL practices and incident management. Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). Knowledge of MS SQL database and troubleshooting common database-related issues. Excellent problem-solving skills and ability to work independently or as part of a team. Strong communication and customer service skills. Preferred Skills:
Knowledge of asset management, reliability engineering, and industry best practices. Experience with Meridium's integration with other systems such as SAP IT certifications like ITIL, CompTIA, or similar credentials are a plus. Working Environment:
Full-time position. bility to work in a fast-paced environment and handle multiple support requests simultaneously. vailability for on-call support as required, depending on company needs.