Job Description
Monitors and maintains network systems, servers, and critical infrastructure to ensure 24/7 uptime andperformance. Troubleshoots network issues, escalates incidents when necessary, and works to quicklyresolve outages or degradations in service.
RESPONSIBILITIES & REQUIREMENTS
- First level support to Internal / External customers for all service-related issues.
- Log all help desk activity into Service Desk Management System.
- Escalate Service Desk issues to appropriate Supervisor/Manager when necessary.
- Detailed tracking of each customer's service needs ticketing system.
- Respond to client requests, notifications, and out of service events generated by monitoring tools.
- Follow-up with customers to ensure all issues/needs have been resolved/met.
- Proactive monitoring and timely issue resolution of production systems.
- Proper escalation of issues to management and vendors according to established guidelines a...