This role involves providing technical support for managed devices, ensuring project implementation accuracy, and maintaining system health. Key responsibilities include responding to customer requests, monitoring device performance, tracking end-of-life devices, and adhering to company policies.
Ensure efficient implementation and completion of project work – 100% implementation accuracy as per SLA – Close agreed number of projects per month Minimise cost of FE hours by ensuring proper preparation by the company engineer – Minimum of 1 hour, maximum of 3 hours Hand over projects for monitoring and post implementation support – Positive feedback from Projects ManagersReceive tickets logged and respond to request from Customer – Respond within 1 hour to ticketUpdate FreshService dailyTrack and report on device end of life – Schedule Accuracy of managed devices Monitor and report on device capacity and health – Accurate reporting regarding IOS, bugs, traffic shaping, device health, patch Adhere to administrative policies regarding the company devices – Optimum traffic processing, licenses and CPUDiagnose reported and escalated incidents, identify problems and root causes – Ensure compliance with ITIL / ISO standards Timely and accurate escalation acknowledgment, feedback and resolution of issues – Incidents to be resolved within contractual SLA timesDeal with Customers, either telephonically, Skype or via email, in a courteous, efficient, and prompt manner – Positive feedback from Customers – Emails attended to before end of shift – Phones answered within 3 ringsEnsure “active” listening at all times when dealing with Customers – Accurate, clear understanding of the issue – Provide accurate informationDesired Skills:.
Ensure efficient implementation and completion of project work – 100% implementation accuracy as per SLA – Close agreed number of projects per month Minimise cost of FE hours by ensuring proper preparation by the company engineer – Minimum of 1 hour, maximum of 3 hours Hand over projects for monitoring and post implementation support – Positive feedback from Projects ManagersReceive tickets logged and respond to request from Customer – Respond within 1 hour to ticketUpdate FreshService dailyTrack and report on device end of life – Schedule Accuracy of managed devices Monitor and report on device capacity and health – Accurate reporting regarding IOS, bugs, traffic shaping, device health, patch Adhere to administrative policies regarding the company devices – Optimum traffic processing, licenses and CPUDiagnose reported and escalated incidents, identify problems and root causes – Ensure compliance with ITIL/ISO standards Timely and accurate escalation acknowledgment, feedback and resolution of issues – Incidents to be resolved within contractual SLA timesDeal with Customers, either telephonically, Skype or via email, in a courteous, efficient, and prompt manner – Positive feedback from Customers – Emails attended to before end of shift – Phones answered within 3 ringsEnsure “active” listening at all times when dealing with Customers – Accurate, clear understanding of the issue – Provide accurate informationDesired Skills:
Technical Support ITIL ISO Device Management Project Implementation
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