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    Administrator - Cloud (CL1) - Birmingham, United Kingdom - Microland

    Microland
    Microland Birmingham, United Kingdom

    5 days ago

    Default job background
    Description
    Required Skills
    Technology | Operating System|Clear Clustering fundamentals, knowing the difference between Windows NLB and Clusters
    Technology | Operating System|Working knowledge of antivirus management tools, Virus definitions/signature update, etc

    Education Qualification :
    Any Graduate (Engineering / Science)

    Certification Mandatory / Desirable :
    Technology | OS 201 with Windows, Windows Server Administration, Virtualization Fundamentals & Vmware -201


    Delivery Skills:
    1.

    Proactive monitoring and investigation of logs:
    Initiate Windows, VMWare, HyperV administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue.
    2.

    Restoration and Resolution:

    Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue.

    Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome
    3.


    Triage:

    Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME.

    This support includes coordination with 3rd party vendor technicians.

    4.


    Process Compliance:

    • Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented and update the tickets regularly, as per the defined process
    • Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer
    • Followthrough and execute the various Escalation Matrix (Vendor,Internal and Customer defined)
    • Ensure tickets are closed post user or customer communication
    • Constantly track tickets for SLA adherence and escalate on deviations as defined in the process
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