• Providing remote Level 1 - Level 3 support
**Level 1 - Taking calls,emails,chats from end user
**Level 2 - Deep probing on unresolved issues by tier 1
Handles ageing and hopping tickets; assigned to special projects; provides backup support to L1 phone calls, chats, tickets and emails.)
**Level 3 - Advanced administrative access on Servers
(Restarting servers, assisting with patches, assisting with High Priority i-----------)
•Helpdesk Tools (ManageEngine ServiceDeskPlus MSP, JIRA, ServiceNow, Cherwell, BMC Remedy)
• MS 365 admin center
-User onboarding and offboarding process (User, Guest or contact)
-Access to shared mailbox, specific user mailbox, Distro list
-Mailbox Data backup and recovery (Usually done if someone needs to have access on disabled mailbox)
• Infra support - Managing user accounts on active directory, Security groups access , monitoring system performance (Site24x7 by ManageEngine, VMWare View Admin console, vSphere, vRops), and troubleshooting system health issues. (Check memory and CPU utilization, recurring alerts, etc)
•Supports MS Exchange (Exchange web server) for on premises and MS Exchange for O365 for cloud, MS Teams, Skype, OneDrive, other relevant applications like Outlook,MS word,Excel.
***OneDrive - intuitive file sharing system, files can be shared with anyone permitted within the organization
***Sharepoint - used for file sharing and collaboration within MS Teams, Skype, Yammer
• Installation, configuration and maintenance of desktop software/applications
• Administration and implementation of information security systems such as antivirus (Kaspersky, Symantec), Spam filters (-----------Cast, training only).
• MFA (Microsoft authenticator, MobilePass, PINGID, Google Authenticator) we assist on enrollment and troubleshooting.
• MDM (Basic Intune provisioning and troubleshooting, Airwatch or VMWare Workspace 1)
• Basic Network Administration (Port activations, Routing)
VPN Provisioning and troubleshooting (Cisco Anyconnect, Palo Alto GLobalProtect, Fortinet FortiClient)
• Continuous improvements – checking current processes and providing ideas for improvement to meet current and future business requirements as inspired by ITIL 4 standards.
• Updating knowledge base articles
•Backup Solutions: Acronis
•IT Asset Management (Asset Explorer, SnipeIT), web based ITAM tools.
