Education Qualification :
Any Graduate (Engineering / Science)
Skills :
Primary -> Technology | (Operating) System Administration|Windows Server Administration | 1 - Aware
Primary -> Technology | Operating System | Knowledge on performance management for OS | 1 - Aware
Secondary -> Technology | Operating System|Working knowledge on multiple Windows OS platforms, OS configuration on different roles - Domain, WINS, DNS, DHCP, IIS, WSUS | 1 - Aware
Delivery Skills:
1. Proactive monitoring: Initiate Windows, VMWare, HyperV administration, monitoring, based on SOPs fix the possible issues, Record the findings and analysis in to the ticket
2. Restoration and Resolution: Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute,
validate and update ticket with steps taken and outcome
3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L2 support
4. Process Compliance:
- Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented and update the tickets regularly, as per the defined process
- Prepare a detailed report on the plan of action for the existing tickets for the next shift and engineer
- Followthrough andexecute the various Escalation Matrix (Vendor,Internal and Customer defined)
- Ensure tickets are closed post user/customer communication