-Provides excellent end user, customer care, and support services in respect of the products managed under the client (e.g. Account Access & Registration, Technical Support & Product Questions, General Customer Service, Billing & Payments, Trust & Safety Support)
-Dentifies customer’s needs and actively responds to support tickets from client’s users via email
-Remains knowledgeable about client’s approved workflows for incident identification, escalation, resolution, and closure using client’
- Ensure that servers are running at an optimal level in a 24/7 operating environment.
- Provide weekly and monthly reports of system uptime, server capacity, security compliance, and SLA metrics.
- Document processes for System and IT related procedures to ensure standard builds are maintained, ensuring to document configuration settings of servers, processes, and policies.
- Perform system audit of vulnerabilities.
- Oversee the security compliance level of mission-critical servers are pro