Fast2Mine

Support Engineer

• Diagnose and resolve Level 2 issues, including database, server, and network failures
• Monitor systems and servers to ensure availability and performance
• Document support interactions in ticket management systems
• Work with the IT team to resolve incidents and implement improvements
• Perform preventive maintenance and updates
• Provide support for systems, servers, and infrastructure
• Work weekend shifts from 9:00 a.m. to 10:00 p.m. on Saturdays or Sundays, according to the schedule, to handle emergency tickets
• Work on a night shift

N2 Technical Support Analyst

• Provide Level 1 support to ensure the continuous operation and high availability of Fast2Mine solutions at client sites
• Serve as the primary operational point of contact for questions, incidents, and requests
• Understand the production environment and the daily routines of operators on the plant floor and in Control Rooms (CCO/COI)
• Handle and triage Level 1 tickets, meet SLA deadlines, and escalate cases to higher support levels when necessary
• Diagnose and resolve operational incidents in systems, relating software behavior to daily mining operations
• Analyze data and inconsistencies using Excel, extract records, identify failure patterns, and generate inputs for technical fixes or client reports
• Write technical communications and documentation, maintain support histories, and update the knowledge base and manuals
• Follow up on critical pending issues with a sense of urgency and keep clients informed of support status through resolution

N2 Technical Support Analyst

N1 Technical Support Analyst – Mining