Description
Desired Skills:
Active Directory:
Account Creation/Modifications/Terminations
Security Group Changes
Distribution list modifications
SharePoint Workflow
File and Folder security management
Application Support:
Troubleshooting
Installs and regular application updates (Ex. Accumap updates...etc)
Roaming (Tickets assigned from Level I and III Support)
SOMS support:
Issues that cannot be resolved at this level should be escalated to vendor for
further support.
Blackberry, cell phone and air card device support and deployments:
Blackberry Enterprise Server:
New Users setups and Terminations
Troubleshooting user specific issues
Generating PO's
WinInstall:
Agent deployment
Field Site:
Primary for field site visits
Field site technical support
Infrastructure support
SPAM support and troubleshooting
Inventory management
Lunch and Learn Presentations
Client PC setups/moves
LAN Phone Support
External Vendor communication
SharePoint Document Management System
EPO Agent deployments
Documentation:
Managing documentation inventory
Standard template creations
Client Outage Communications:
Outage postings and client communications for planned and unplanned outages
After hours support - the On Call CSA is required to check voicemail once an hour from 5:00 pm to 9:00 pm Monday to Friday and 9:00 am to 5:00 pm weekends and holidays. It is your responsibility to ensure you have connectivity to access the network and log tickets. Do not rely on Call Pilot messaging for messages - dial in to pickup messages