همس الحياة
عضو مبدع
- Troubleshoot & Resolve Technical issues and incidents - Escalate incidents to other support groups where appropriate in a timely manner. - Receive all service request from the end users. - Provide the first line of support for standard requests. - Follow up the request through lifecycle and update the Customer/Requestor with the request status. - Communicate with the Customer/Requestor if the request is denied or once it has been fulfilled. - Perform operational and administration tasks for entire IT Infrastructure and application - Diagnose, and perform proper assessment of Network and systems related issues, and their resolution as L1 support in a timely manner. - Communicate and coordination with the internal / external L2 support team as required for proper escalation of the incidents - Installation, configuration and troubleshooting for PC’s and IT devices - Conduct Infrastructure\application performance analysis across different regions and provide the performance reports to management. - Perform Incidents analysis and diagnostic to find the root cause of the incidents and escalate the repeating incidents to problem management team. - Answer IT support calls , emails, Tickets providing solutions and/or escalating requests and incidents to designated second level responders. - Proceed ITSM tickets for IT inquiries\incidents\service requests and follow-ups to ensure tickets are updated and acknowledged to the point of verifying completion and closing them out. - Perform operational and administration tasks for IT Infrastructure\Applications in different regions using available tools to ensure the high availability. - Perform Incidents analysis and diagnostic to find the root cause of the incidents and escalate the repeating incidents to problem management team. - Coordinate with the system owners to deploy the permanent resolution of the problems and update the CMDB and KEDB as required.
www.wadhefa.com
IT technician - تفاصيل الوظيفة - وظيفة.كوم
- Troubleshoot & Resolve Technical issues and incidents - Escalate incidents to other support groups where appropriate in a timely manner.
www.wadhefa.com