- Technology | IT Technical Support Activities | Second Line Support | 3 - Experienced
Tertiary ->
- Behavioral | Aptitude | Data Related Skills | 2 - Knowledgeable
Certification :
Technology | IT Service Management Certifications | ITIL Intermediate Certificate
Details
Will be responsibel tp manage, control and protect IT hardware, software and contract assets throughout all stages of its lifecycle. He/She will also be responsible to proactively take actions to improve customer experience, reduce risk, achieve savings and mature the ITAM program.
- Should be able to troubleshoot and resolve VDI issues by providing tier 2/3 incident ticket support and provide assistance in maintaining VDI golden images and installing client applications.
- Develop plans for deploying and administering virtual machines, images, and virtual apps
- Assist with researching, evaluating, and recommending VDI related hardware, software and services.
- Advanced trouble shooting skills and identify the severity of the issue, Ability to Resolving issues quickly to account/customer satisfaction and Prepare RCA , ITIL knowledge.
- Serve as a technical resource for infrastructure initiatives that require virtual machine and VDI expertise.
- Participate in enterprise testing for integration of proposed current technologies to be included in the enterprise design and develop test-related documentation.
- Collaborate with operational counterparts to support and discover opportunities for improvement via automation, process improvements, etc.
- Performs advanced problem analysis and isolates problems of moderate to high complexity, with little instruction from team leads and/or management.
- Achieves and adheres to established Service Level Agreements and Key Performance Indicators.
- Should be able to validate and fix complex customer issues and business impact which may require collaboration with more senior level team members or other vendors.
- Contributes to the Operational knowledgebase in the form of new or updated technical articles/documents focused on issue resolution or prevention.