You will provide 2nd & 3rd level support for our end users and generate incident tickets in the field.
You will process and coordinate appropriate and timely responses to incident reports, including channelling requests, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.
Investigate causes of incidents and seek resolution, escalating unresolved incidents.
Facilitate recovery, following resolution of incidents.
You will certify and create documentation for these incidents, closing resolved incidents according to agreed procedures.
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