IT Technical Support (SLA) Service Delivery
Vodafone on Contract with LINNK Group
Total des années d'expérience :4 years, 7 Mois
Roles & Responsibilities:
• Successfully managed the entire migration process during the contract at Vodafone, ensuring a realistic timeline and achieving outlined goals and objectives for data migration.
• Identified potential risks and devised effective strategies to mitigate them, ensuring a smooth transition without major disruptions.
• Conducted a comprehensive catalog of all data sources, types, and formats to be migrated, with a focus on analyzing data quality, integrity, and dependencies.
• Defined clear mappings between data fields in the source and target systems, specifying necessary data transformations or conversions for a seamless migration.
• Implemented robust checks to maintain data integrity and accuracy throughout the migration process.
• Assisted in installing, configuring, and maintaining network devices such as routers and switches, ensuring optimal performance.
• Monitored network performance to identify and troubleshoot potential issues, ensuring uninterrupted connectivity.
• Documented network configurations and procedures to maintain an organized and efficient network infrastructure.
• Provided technical support to network users, assisting in resolving connectivity problems promptly and effectively.
• Stayed updated on the latest network technologies and best practices to ensure the network remains efficient and secure.
• Created tickets with Service Now, to help resolve and track user issues through detailed documenting procedures.
• Support, assist, and mentor other Service Desk agent to resolve complex issues
• Assist with managing small teams.
• Provided assistance with user escalations to supervisor for all Service Desk agent.
• Provide first-line technical support to end-users via phone, email, or chat.
• Log all incidents and service requests in the ticketing system promptly and accurately.
• Diagnose and resolve hardware, software, and network issues.
• Escalate complex issues to the appropriate IT teams for further investigation and resolution.
• Follow standard operating procedures and ITIL best practices for incident management, problem management, and change management.
• Keep end-users informed about the status of their incidents and service requests.
• Collaborate with other IT teams to ensure seamless delivery of IT services.
• Document solutions and maintain a knowledge base for frequently encountered issues.
• Participate in ongoing training and professional development activities to stay updated on new technologies and best practices
• Installed, configured, and maintained network infrastructure to optimize performance.
• Diagnosed and resolved network issues promptly to minimize downtime and ensure seamless operations.
• Implemented security measures to protect network systems from cyber threats and unauthorized access.
• Collaborated with cross-functional teams to design and implement network upgrades and expansions.
• Plan, design, and implement network infrastructure to meet business needs.
• Configure devices like routers, switches, and firewalls for performance and security.
• Implement monitoring tools for tracking network performance.
• Proactively optimize network configurations for efficient data transmission.
• Collaborate with cross-functional teams to address technical challenges.
• Provide technical support for network-related inquiries and issues.
• Collaborate with helpdesk teams for timely problem resolution.
• Support remote users via RDP and troubleshoot reported issues.
• Develop and update network diagrams for troubleshooting and planning.
• Monitor network performance for optimal functionality.
• Create and maintain documentation related to network procedures.
• Keep network diagrams and equipment inventory up-to-date.
• Install and configure hardware, OS, and applications for system setup.
• Act as the primary service desk contact, addressing user incidents promptly.
• Troubleshoot and resolve system and network issues, including hardware/software faults.
• Provide end-user support with documentation, guides, and reports.
• Monitor and maintain computer systems and networks for optimal performance.
• Act as the primary point of contact for service desk calls and emails.
• Capture incidents from users and create tickets for issue tracking.
• Follow up on assigned tickets with team members and end users.
• Engage with staff or clients to set up systems or resolve issues.
• Troubleshoot and resolve system and network problems promptly.
• Provide support, including procedural documentation and relevant reports.
• Follow diagrams and written instructions accurately for repairs or setups.
• Support the rollout of new applications and respond promptly to call-outs.
• Prioritize and manage multiple cases simultaneously for efficient resolution.
• Build strong working relationships with customers and colleagues.
• Test and evaluate new technology to enhance staff training and system efficiency.
• Resolve user tickets promptly to maintain service quality and satisfaction.
As a Telecommunication engineering focuses on designing, developing, and maintaining communication networks. It involves working with wired and wireless technologies to facilitate voice, data, and multimedia communication. Signal processing is crucial for enhancing communication quality by analyzing and improving signals. Engineers also manage radio and wireless communication spectrum, ensuring efficient allocation and compliance with regulations. They implement security measures to protect information and conduct testing to optimize network performance. A bachelor's degree in Telecommunication Engineering or a related field is typically required, along with proficiency in programming languages and knowledge of signal processing techniques. Effective communication and teamwork skills are also important for collaboration and project management.