- Provide L2/L3 remote support: Handle complex technical issues, ensuring timely resolution within agreed SLAs.
- Device Monitoring: Monitor and proactively respond to alerts generated by various monitoring tools, ensuring uninterrupted service availability. Monitor devices using tools like Nagios, Zabbix, or SolarWinds to ensure uninterrupted service availability.
- Hardware and Software Troubleshooting: Diagnose and resolve hardware and software issues for remote end-users, utilizing remote support tools and techniques.
- Server Management: Administer and maintain remote server infrastructure, including installation, backup, configuration, and troubleshooting.
- Change Management: Implement and manage changes to remote IT infrastructure and services, adhering to change management procedures.
- Microsoft 365 Support: Provide remote support for Microsoft 365 suite, including Exchange Online, SharePoint, Teams, and other related services.
- Documentation: Create and update technical documentation, knowledge articles, and standard operating procedures (SOPs) to ensure accurate and up-to-date information.
- Collaboration: Collaborate with cross-functional teams and stakeholders remotely to resolve complex technical issues and ensure smooth IT operations.
- Continuous Improvement: Identify opportunities for process improvements, automation, and optimization to enhance the overall remote service delivery.
- At least 6 - 8 years of experience in remote IT support, focusing on L2/L3 support and ITIL processes.
- Proficiency in commonly used technologies, including:
- Device Monitoring Tools: Nagios, Zabbix, SolarWinds.
- Remote Support Tools: TeamViewer, AnyDesk, RDP.
- Server Management: Windows Server, Linux (Red Hat, Ubuntu, CentOS), VMware, Hyper-V.
- Change Management Tools: ServiceNow, Jira Service Desk, BMC Remedy.
- Microsoft 365 Suite: Exchange Online, SharePoint, Teams, OneDrive.
- ITSM Tools: ServiceNow, BMC Remedy, Cherwell, Jira Service Desk.
- Incident and Ticketing Systems: ServiceNow, Zendesk, Jira Service Desk.
- Collaboration and Communication Tools: Microsoft Teams, Slack, Zoom.
- Documentation and Knowledge Management Tools: Confluence, SharePoint, wiki platforms.
- Scripting and Automation: PowerShell, Bash, Python.
- Remote Monitoring and Management (RMM) Tools: ConnectWise Automate, SolarWinds RMM, Kaseya VSA.
- Strong analytical and problem-solving skills.
- Excellent communication and customer service skills.
- Ability to work remotely in a fast-paced environment and prioritize tasks effectively.
- Team player with a collaborative mindset.
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