Posted:1 month ago|
Platform:
Work from Office
Full Time
Resolve the majority of complex configuration problems by troubleshooting and simulation. Deep technical problem isolation and resolution capability Strict adherence to the use of the ticketing system for ALL incidents, changes and problems. Escalation to Vendor (Level 4) support when required to ensure Service Level Agreements are met. Ability to correlate incident trends into problem management and execute permanent fixes. Timely generation of customer facing incident reports (within 3 business days of incident) Execute monthly patch management research, reports and implementation on system infrastructure. Facilitate generation of monthly operational reports for presentation to customers. Conduct regular live client support visits to maintain technical relationship, review operational reports, assess general IT infrastructure health, take deeper dives into outstanding technical issues, conduct trend analysis on top 5 failure modes and diagnose to full root cause corrective action. Conduct regular technical meetings with clients to address any trends or outstanding systemic issues Provide lab simulation and interoperability and compatibility testing for new builds Define an action plan for troubleshooting / resolution Analyze troubleshooting techniques output, diagnose problems remotely Test in lab before deployment of possible fix Must maintain the highest level of industry certification and knowledge. Ability to architect, build, maintain, and enhance our current managed service offerings and infrastructure. Act as a sales overlay by providing input and support to sales for opportunities (RFP responses, prospect meetings, information gathering sessions)
Team Computers
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