Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.
Ensures that any software that is part of the solution is installed and configured according to client requirements.
Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail.
Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution.
Investigates third line support calls assigned and identify the root cause of incidents and problems following knowledge articles.
Responds to and diagnoses all alerts, escalates to L4 Field Engineer when unable to resolve within the stipulated time.
Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.