Incident Management
– Monitor systems and identify performance issues reactively.
Follows standard protocols for troubleshooting standard incidents.
Verify system/product operations.
Troubleshoot and resolve level 2/3 support issues from various support channels (phone calls, chats, self-service tickets);
document and escalate issues further as required.
Maintain and assist in the support of company’s existing IT network infrastructure & phone system.
Maintain cloud environment by identifying system requirements;
installing upgrades;
monitoring system performance.
Administer windows servers, clients, AD, Office365, Applications & cloud services.
Provide Technical assistance remotely/in-person to our end users and technicians whenever required.
Maintain system capability by staging & testing hardware and software.
Perform backups and recovery operations.
Assist in design and make recommendations for new implementations, quotes and procurements of hardware, software, and applications Provide advanced troubleshooting skills and assistance to end users, liaise with application vendors support when necessary.
Create & update documentation of knowledge base, standard processes and procedures.

系统翻译：
事件管理
– 监控系统并反应性地识别性能问题。
遵循标准协议对标准事件进行故障排除。
验证系统/产品操作。
通过各种支持渠道故障排除并解决 2/3 级支持问题（电话、聊天、自助服务单）；
根据需要进一步记录和升级问题。
维护并协助支持公司现有的 IT 网络基础设施和电话系统。
通过识别来维护云环境系统要求；
安装升级；
监控系统性能。
管理 Windows 服务器、客户端、AD、Office365、应用程序和云服务。
为我们的最终用户和客户提供远程/亲自技术援助技术人员在需要时。
通过部署和测试硬件和软件来维护系统功能。
执行备份和恢复操作。
协助设计并为硬件、软件和应用程序的新实施、报价和采购提供建议为最终用户提供高级故障排除技能和帮助，必要时与应用程序供应商支持联系。
创建和更新知识库、标准流程和程序的文档。