Delivers second level remote hardware and software support services to clients to resolve product use and multi-product/platform problems, and/or questions relating to enterprise systems, networks and application software, as well as desktop applications that are beyond the scope of the client's first level help desk support function.
Provides referrals and/or dispatches to other service providers to ensure that client's service level and technical requirements are met.
Provides alerts and situation status information to both client and Client management.
Coordinates critical customer issues as well as new product and/or system implementations.
Prepares and approves technical documentation and ensures that technical and customer documentation is clear, accurate and complete. Identifies training needs.
May develop and conduct training sessions for other analysts and customers.
May lead teams of analysts on defined projects.
Responsible for supporting and maintaining the Microsoft Windows Server Operating system, Microsoft Active Directory, and the Virtualization technologies in the environment.
This includes planning for and responding to service outages and other problems, and being a Tier 3 escalation point for moderately complex server problems beyond the knowledge of other technical support staff.
Ensures customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.
Takes responsibility for potential or desired follow-up services or problem escalation.
Fully qualified server engineer.
High degree of troubleshooting.
Self-starter needing some guidance from the team lead