To serve as the first point of contact for customers seeking technical assistance over the phone or email. Determine the best solution based on the issue and details provided by customers. Correctly logging incidents and issues, categorising and prioritising them in line with team procedures. Identify and escalate repeat issues or service risks into service management teams. Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational. Be the main point of contact for all monitoring communication ensuring that all stakeholders are aware of any monitoring developments, releases and issues to ensure expectations are managed. Excellent Communication (written as well) Skills. Requreid technical support and customer service experience. Solid understanding of large scale applications, network architectures, monitoring and issue management. Monitoring servers and validating the alerts from monitoring Dashboards. Fetching and sharing server health check reports for customers. Experience in handling ticketing tools and Monitoring Dashbaords. Interact with a Wide Range of Customers and Technical Issues. Required Analytical and process-oriented approach. Basic understanding in networking servers and components.
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