Job Description

Roles and Responsibilities:

• Administering and maintaining customer infrastructure environments to specified Service Levels
• Troubleshooting infrastructure tickets, implementing fixes and continually looking to develop and improve solutions
• Providing 3rd and 4th level technical support
• Performing onsite maintenance and troubleshooting when required
• Creating and maintaining technical documentation
• Participate in resolver groups as part of the problem resolution process
• Adhere to Incident, Problem and Change Management processes as per ITIL standards and within SLA
• Provide after hours on-call escalation
• Root cause analysis to prevent issue re-occurrence
• Various reporting, team and client meeting responsibilities and other assistance as required in the provision of customer support excellence