Monitors and maintains network systems, servers, and critical infrastructure to ensure 24/7 uptime andperformance. Troubleshoots network issues, escalates incidents when necessary, and works to quicklyresolve outages or degradations in service.

RESPONSIBILITIES & REQUIREMENTS

• First level support to Internal / External customers for all service-related issues.
• Log all help desk activity into Service Desk Management System.
• Escalate Service Desk issues to appropriate Supervisor/Manager when necessary.
• Detailed tracking of each customer's service needs ticketing system.
• Respond to client requests, notifications, and out of service events generated by monitoring tools.
• Follow-up with customers to ensure all issues/needs have been resolved/met.
• Proactive monitoring and timely issue resolution of production systems.
• Proper escalation of issues to management and vendors according to established guidelines a...