JB HIFI Solutions
Field Engineer – Network & Systems June 2016 – Present
RESPONSIBILITIES
JB Hi-Fi Solutions is a managed service provider which is a sister concerns of JB Hi-Fi Group.
I am responsible for IT service and support needs for JB Hi-Fi Solutions managed service clients. I work closely with project team and my responsibilities also include but not limited to site survey, gathering customer requirements, implementing project and planning for upcoming projects.
This relates to Level 2/3 supports including routers, switches, firewalls, end devices, servers, printers, wireless access points, security appliances and networks and vendor specific hardware and software.
Deliver exceptional technical support to JB Hi-Fi Solutions internal and managed services clients that includes onsite and remote support through the ticketing system/remote monitoring tools.
Technical supports relating to Microsoft's core business applications and operating systems.
Technical supports at the network & system level: WAN and LAN connectivity, routers, switches, firewalls, access points, firewalls/security appliances and so on.
Implement, verify, and resolve routing and switching technologies and issues
Manage and undertake RMA activities for any network hardware identified at fault within predefined SLA’s
Maintain a high level of consistent and accurate activity reporting for contracted support clients.
Maintain comprehensive technical documentation of customer's infrastructure. System documentation to include system reviews and recommendations. Document internal processes and procedures related to duties and responsibilities.
Liaise with the teams, customers to make sure works get done timely and accurately, keeping them in the loop through to resolution
Manage assigned workload, consistently meet KPI’s
Ensure proactive communication with the clients regarding the fault-resolution.
Identify areas for improvement within customer environment.
Escalate service requests to the appropriate resolver group that require additional support.
Response to other operational duties as requested by the Professional Services Manager.
Communication with customers as required; keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
Develop in-depth knowledge of the service catalog and how it relates to customer's needs.
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