- Provide 1st Level escalation and troubleshooting support to customer inquiries regarding product features, specifications, repairs, and entitlements.
- Linux and Window Servers Support
- Assist and help troubleshoot on Linux and Window issue
- Assist on Weekly Cadence Window
- Perform Monthly OS patching Linux and Window management:
- Planning and schedule time for patching activity
- Prepare the report patching tracker
- Prepare the compliance report Window and Linux
- Perform Monthly Inventory Update
- Update the customer inventory based on request
- Integrated CMDB of ServiceNow with customer's Inventory
- Quarterly Rack validation
- Validate and update back the asset physical for customer
- Quarterly Local user review
- Scan and prepare the local user server using BigFix
- Prepare and maintain accurate documentation, contributing to knowledge management systems.
- Set and manage customer expectations, ensuring timely escalation for complex issues.
- Collaborate with internal teams to meet SLA requirements and proactively reduce recurring problems.
- Able to handle multiple tasks and cases independently with minimal supervision.
- Continuously improve technical and business process knowledge through self-paced learning.
- Ensure quality metrics are met and documentation standards are upheld.
- Work in rotational shifts as required.
- To be on off office hours standby support rotation.
Technical Skills & Tools
- Hand-on experience with using BigFix to manage automated patch management across multiple operating systems (Linux, and Windows), and Software distribution and OS deployment.
- Proficient in asset inventory collection and reporting.
- Hand on experience on using ITSM tool; ticketing systems such as Symphony and ServiceNow.
- Hands-on experience in basic database administration (MySQL, MS SQL, Oracle, PostgreSQL).
- Knowledge of backup and restoration tools, especially VEEAM.
- Basic operational skills in Linux environments and Windows Servers
Contract position for 6 months up to 1 year
