Opportunity Description
Key responsibilities
- Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.
- Ensures that any software that is part of the solution is installed and configured according to client requirements.
- Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail.
- Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution.
- Investigates third line support calls assigned and identify the root cause of incidents and problems following knowledge articles.
- Responds to and diagnoses all alerts, escalates to L4 Field Engineer when unable to resolve within the stipulated time.
- Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.
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