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- SPOC for internal elevated tickets by 1st Level Team.
- Conduct training on technical & process for L1 engineers
- Working with Technical Manager and coordinate Service Improvement Plans
- Layer 1,2 & 3 access-line network operation
- Tier 2 trouble shooting, isolation and network recovery for outages
- Trouble ticket open/update/close
- Technical support to customer front
- Progress and procedure management of trouble shooting
- Checking T/S process and trouble ticket log amendment. Gather customer environment details and conduct virtualization deployment. Server and VM Management.
- Provide 2nd Level support and join call for Visualization workspace management and technologies – Hyper V, Exchange Server, VMware and windows server and desktops
- Responsible for responding to tickets in an expedient manner and quality assurance closure. Identify the root cause of any issues and strive to incorporate proper solution.
- Backup and Storage Management
- Monitoring for health check and system management. provide recommendations for improvement
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