Overview
Looking for a Technical Customer Support Executive for Night Shift. (PST 7am-4pm & 8am 5pm). You should have thorough applied technical knowledge of the fundamental concepts and technologies associated with Windows Operating Systems (Hardware, Software).
You should be capable of performing installation, implementation, customization, operation, recovery and performance tuning.
What you'll do:
# Upgrade, installing and Maintain OS Versions.
# Managing the Calls like production Node, Domain controller down, File system corruption on production server and production major H /W failure.
# Planning and implementing fixes / Patches.
# Citrix related issues , affecting significant no. of users
High-end changes like change in cluster, hardware replacement, software /driver Upgradation on production systems.
# Analyse Problems & escalate to appropriate Levels.
# Act on Day to Day House Keeping tasks by using tools & scripts
# To able to perform in 24 x 7 Environment if required.
# To able to attend calls on call basis whenever assigned
# Work with Change & Problem Management Tools
# Create regular reports for Management requirements.
# Problem determination and resolution within Expected time frame.
# Perform Root Cause Analysis for the incidents.
# Identify and recommend improvements to existing processes.
# Escalations handling.
# Coordination with Server managers /other teams.
# Assume personal responsibility for resolving problems in most effective way possible within SLA reaching root cause and preventing problems.
# Adhere to all the account specific technical as well as general process / procedures.
# Ensure the Service Requests and all pre-requisite checks are followed diligently.
All the best! - 
