Perform daily system monitoring, ensuring all company networks and live devices are functioning. […]
Ensure all tickets are handled timeously withing the client SLA agreements. […]
Develop and implement technical support policies, practices, and standard operating procedures.
Measure and monitor the effectiveness of systems, processes, and policies, recommending and implementing changes to improve service delivery. […]
Ensure a positive client experience is at the forefront of all decisions, continuously seeking ways to improve this experience […]
Generate and process high-level escalation tickets...