Day-to-day support of our customer’s network and server environments.
Perform project related duties regarding new deployments or development requirements.
Troubleshooting technical faults and providing satisfactory fixes to the customer.
Regularly updating customers on progress of faults by telephone and email.
Regularly updating Logicalis ticketing system Service Now / Autotask with quality notes detailing progress and actions completed on open incidents, problems and change requests.
Completing customer environment Change Requests, including impact and risk analysis, implementing out of hours where required.
Providing day to day administration for managed service customers.
Providing input to customer facing Technical Incident Reports.
Capturing repeat faults and undertaking root cause analysis.
Proactive identification of fault trends.
Maintaining and updating customer technical documentation.
Constant knowledge capture and sharing.
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