Amos Tamabut

Experience

• 

  DT One

  Sept 2019 - Apr 2021

  Technical Support Engineer

  -Taking ownership of customer issues reported and seeing problems through to resolution-Diagnosing, troubleshooting, and developing new solutions that solve the root cause of customer problems in tickets elevated from our L1 support team-Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams-Developing & refining internal processes to improve support efficiency and productivity.-Writing step-by-step processes, technical solutions, and ticket updates Show less

• 

  Lendtech Limited

  Apr 2021 - Jul 2021

  Technical Support Engineer

  Provide 24-7 technical support on shift or on-call basis.Be the first point of contact for customers for all issues.Monitor daily performance of the systems.Identify, validate and resolve issues/incidents.Track incidents through to resolution, within the SLA time limits.Properly escalate unresolved issues/incidents to appropriate teams according to the escalation matrix.Provide prompt and accurate feedback to customers and internal teams and document within the ticket system.Research and identify solutions to problems and recurring issues.Analyse the systems performance in order to discover any underlying issues or trends. Ensure all issues/incidents and problems are properly logged. Prepare accurate and timely reports. Document technical knowledge in the knowledge database. Show less

• 

  Ezra

  Jul 2021 - now

  Monitoring team performance and ensuring duties are performed efficiently.Reporting any issues that arise during the shift to management.Coaching team members and training new staff.Troubleshoot customer technical issues (including analysing traces), ensuring that details are accurately logged in the ticket tracking system and that the Support SLA’s are metMaintain appropriate communications with customer for all issues, managing the customer on escalation calls when requiredPerform basic health checks on Customer’s platformsCarry out scheduled maintenance activities on live customer platforms, including system health-checks, product patch updates, vulnerability patch updates and full product upgrades.Update internal documentation as and when requiredActively participating in the shift rotation including weekends, after hours & holidays as neededPerforming other duties and projects as assigned Show less

  • Ops Engineer- Lead

    May 2024 - now

  • SMC - Engineer Lead

    Jul 2021 - Sept 2024