Technical support Engineer
TDM Group
Total years of experience :1 years, 8 Months
Support remotely End users' issue with Computers, laptops, printers, outlook, business
applications and Citrix XenApp.
* Act as the customer Single Point of Contact (SPOC), and co-ordinate internal resolver
groups ensuring the highest level of customer service and communications are
maintained to resolve the faults and incidents within the prescribed SLA.
* Deal daily with ITIL terms like Incident, Change, and Problem Management and using the
“Manage Engine Service Desk” and “BMC Remedy” ticketing systems.
Supports monitoring and troubleshooting the IT Infrastructure as a NOC engineer, as it
spans over 10 countries with wide Windows, Unix and Linux servers, Cisco networking
equipment, F5 load balancers, Data Centre environmental monitors, IBM/Checkpoint
firewalls and security systems.
* Familiar with Network management tools using Orion Solar Winds, Big-IP F5 Load
Balancers.
* Websites monitoring tools like MyKeynote, and AppDynamics for availability,
performance, traffic monitoring and troubleshooting issues of the websites.
* IT ticketing systems like "Service Now" for managing Problems, incidents, problems and
Change Tickets.
* Preparing documentation and systems' run book.
October with a very good overall estimation.