1) Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity2) Update SOP with updated troubleshooting instructions and process changes 3) Mentor new team members in understanding customer infrastructure and processes
Requirements :
Strong interpersonal and communication skills (Written verbal and email etiquette) to interact with different teams and customers.
Analytical ability to understand a larger picture of customer issues.
Ability to follow SOP documents and escalate the alerts with in the SLA defined.
Networking: a. Basic Network commands for troubleshooting Desktop/Laptop connectivity issues
Server:a. Strong skills in most operating system commands/utilities basic understanding of virtualization server and client OS installation workgroup and domain knowledgeb. Support tasks like OS installation and basic user level commands and local user/group managementc. Software installation and Basic patch installation
Storage & Backup:a. Ability to monitor any Enterprise Storage and backup Solutionsb. Skilled in Storage and backup Alert Monitoringc. Skilled in ticketing tools
Database:a. �� Create or modify queries in order to suit business requirementsb. Data modelling skills; distinguish between OLTP and Data warehouse applicationsc. Storage hardware storage management techniques software used for managing the storaged. Tweak tables making them use less space as possible
End User Computing:a. Confident in handling end user calls/Ticketing toolsb. AD managementc. Antivirus Management