L3 Technical Support

Roles and Responsibility:
To provide Remote support on Servers, Storage and Tape auto loader Hardware Support with respective OS Support
To Resolve Single and Cross Technology incidents independently. To work with Field Engineer's team with proactive and reactive mode to resolve unusually complex or cross technology incidents.
To get the knowledge from Customers on Onsite Scenario / Problem Description / System Logs (Hardware/OS) which will be helpful to prepare an Action Plan
To forward Action Plans (on incident basis) to Field Engineers and extend help to Field Engineers at the time of Activity if they stuck in between following the Action Plan / Activity.
Should be able to handle all Activities such as Field Support in case of Critical Tickets / Emergency, Remote Support, In house MIS Activity & other Techno Managerial Activities
Should be flexible enough in terms of working hours, location etc. in case of emergency requirements..
8 hours office reporting and 24x7 Proactive / Reactive Response via Phone / Text / Mails
To get the Technical Up-gradation with the help of L3 / through Specific Training and should share the knowledge to Field Engineers to upgrade them technically. Technical Up-gradations Session should be carried out on Monthly basis.
Should handle entry level Cross Platform hardware and to provide guidance to Field Engineer's team whenever required, if any technical issues arises then should coordinate with our Global Team for the support / knowledge gain.
Should be able to help in Technical Field Force Recruitment whenever required.
Monitoring the track of Field Engineers' Technical Performance with the help of Incidents Handled by them
Daily Cumulative Activity Report