Key Duties/Responsibilities
Evaluate expanding or enhanced computer operations; make recommendations for improvement and upgrades to hardware and software to manage workload and system requirements.
Provides technical support identifying, investigating, and resolving users' problems with computer software and hardware for problems that are beyond the expertise of Technical Support Representatives.
Escalate all the top issues and recurring issues to the Manager.
Collaborates with other employees to research and resolve problems using RCA.
Monitoring and maintaining computer systems and networks
Responding in a timely manner to service issues and requests.