KEY RESPONSIBILITIES:
Ensure incoming incidents are categorized, logged and resolved in a timely fashion and within the agreed SL
to ensure meeting/exceeding the targets of the KPIs and aiming at the client satisfaction and avoid receiving
any negative feedback.
Resolve software and hardware inquires and install, maintain, troubleshoot, support and repair
desktop/laptop hardware and software.
Identify and publish internal solutions to solve problems and troubleshoot system and network problems and
diagnose and solve network hardware/software faults and collect information/DB about nodes for future use;
installing network devices.
Initiate/Manage user accounts across multiple systems including the email accounts and troubleshot/resolve
profile issue for the operations agents only.
Work on the backup servers/recovery systems in order to restore any missing data when it is crucial and
importantly required for continuing the business.
Assist users with wireless and remote access.
Handle all AVAYA issues including upgrading AVAYA firmware and configuring AVAYA [hardware/software]
platforms to open the communication channel in between the client and the internal scope.
Assist in selecting and deploying new technology to support organizational goals and objectives.
Proactively monitor the performance of the machines and ensure that all of them are properly operating and
ready for service; or should perform direct maintenance if failure was figured out.
Handle operating system installation and ensure the system is configured based the client requirement.
Support business needed applications and escalate issues to the second line resolver group if not fixed.
Monitor infrastructure and conducts frequent health check up on computer hardware/software and execute
preventive maintenance plans.
Apply the support for other team members and act as first guideline for various difficult and unusual technical
issues.
Train and assist new joiners and contribute in tracking and reporting the performance till covering the learning
curve and proactively learn and train other staff members on new technologies.
