AVP - IT Infrastructure support

• Dealing with incoming faults in a professional, courteous manner over the phone, email and walk-in.
• Taking ownership of faults and managing them in a logical and methodical manner.
• Correctly logging incidents and faults, categorizing, and prioritizing them in line with team procedures.
• Conducting full and through diagnostics with end users to enable first point of contact fault resolution.
• Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
• Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
• Diagnosing and resolving problems to the customers satisfaction.
• Maintain and develop own knowledge and skills to assist with first time fault resolution.
• Identify and escalate repeat issues or service risks into service management teams.
• • Sharing knowledge with team colleagues
  • Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational
  Resolve all the Vulnerabilities in a timely manner as per the vulnerability report received from SAG

  (a) Knowledge (b) Skills (c) Experience (d) Qualifications

  • Familiar with working on Windows 7/10/11, Windows Server 2016/2019 based distributions (within a hosting environment).
  • Thorough understanding of networking and WAN technology.
  • Have solid experience in a helpdesk or technical support environment.
  • 12+ years of IT experience
  • Graduation / BE preferred

The following are the key points for the role:

• As a lead of End user service  you shall remain the first point of escalation with the End User, maintaining ownership of the original fault and acting as the main point of contact between the user and SNG-TSG teams.
• You need to ensure timely updates and ensuring the fault is given the correct level of priority and attention.
• SLA needs to be met at all times and QoS needs to be ensured.
• Operate and Maintenance Server virtualization
• Operate and Manage Microsoft Windows Server OS
• Implement, Operate and Manage Virtual Desktop Infrastructure on HCI
• Operate and Manage file server.
• Through ITSM knowledge