Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational Performs necessary checks, apply monitoring tools and respond to alerts.
Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.
Assists in analyzing, assigning, and escalating support calls.
Investigates third line support calls assigned and identify the root cause of incidents and problems
Reports and escalates issues to 3rd party vendors if necessary.
Provides onsite technical support to clients and provide field engineering services to clients.
Conducts a monthly random review of incidents and service requests, analyze and recommend improvement in quality.
Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescrib...