Troubleshoot and respond to system problems/requests by providing detailed resolutions to supported customers within the pre-determined time-frame of the contracted service level agreement.Research and identify solutions to software issues.Solving urgent onsite vehicle’s issues.Effectively document cases clearly and concisely with actionable steps taken in the Ticket System following established procedures.Follow through with vehicle’s whose issues are not closed to Identify solutions to work around open issues / problems that are under investigation or pending resolution to the tickets assigned by a Team Lead or Manager.Participating in products testing process.Work effectively with other support teams and help Desk team to resolve customer issues regarding fast respond, reliability and availability.Perform other/additional duties and projects that may be periodically assigned.Provide updates of implementation progress and challenges to the team leader on a regular basis.

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