On-site professional service to support IT infrastructure solutions, including IP Telephony, video conferencing, wireless/Security and contract center solutions. Including, but not limited to the below 24/7 tasks
Network performance monitoring and reporting make sure to prepare ITOC executive reports which includes KPI/SLA reports etc. Assessed efficiencies of the ITOC operations, ensuring all Service Level Agreements (SLAβs) are met Responsible for keeping Teams informed and up to date on open tickets within the team and individual ticket queues. maximize solutions performance by monitoring performance, troubleshooting systems failures and outages Following approved processes, including incident management, change management, patch management on call support, design and security policies. Effective analysis of network visibility and availability Ensuring stable and reliable infrastructure services of access and core networks Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications Responding to faults on systems and networks, liaising with 3rd party suppliers, handling escalation through to resolution alarm handling, Troubleshooting, and remediation. And dispatching and assigning tickets to concern team Provide timely response to all incidents, outages and performance alerts. Categorize issues for escalation to appropriate technical teams To provision customer network services on Campus and datacenter equipment To provide support services for Engineering and other technical teams Proactively monitors and troubleshoot servers, ISP links monitoring , Router/firewall/Switches, storage Proactively detect and isolate problems within the network, confidential network equipment, customer equipment and or TR Rooms. Testing with Network Field support Team. This team is responsible for alerting all the L1 issues L2 will be working on to get the issues fixed. Adhere to all Policies, procedures, standards and business ethics coded and ensure that they are communicated and implemented within the Team.