Engineer - Server Management
Orange
Navi Mumbai , India
11d ago

about the role

Act as first point of contact for Managed Service customers

24 x 7 Customer Support

Ensure High availability of customers’ IT Infrastructure managed

Take ownership of Incident and manage in ITSM tools. Manage faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of the progress

Resolve incidents / Service requests based on standard operating procedures

Escalate faults / incidents to 2nd level teams on time

Ensure compliance to agreed SOW’s

Understand and follow SOP’s ensuring compliance to Service Level Agreements (SLA)

Take initiatives in learning new Technologies & Tools

Co-ordination with customer on Incident resolutions & closure

Help in generating performance reports and MIS

about you

experience in a helpdesk / Service Desk / technical support environment

Familiar with working on Windows Server 2012 R2 / Linux based distributions

Familiar with working on Datacenter hosting and Cloud ( Azure / AWS / Office365) environment

Must be able to demonstrate a customer first approach to support

The ability to liaise and communicate confidently and professionally with customer representatives at all levels

Knowledge & Exposure on Virtualization using VMware / Hyper-V would be an advantage

Experience on working with incident and change management tools

additional information

VCA / MCSA / MCP / RHCSA - preferred

Certified ITILv3 Foundation Preferred

Knowledge of Azure / Office 365 would be added advantage

department

Sales & Marketing Asia Pacific

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.

Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

Regular

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