Associate Service Operations Center Technician
CurrentI work with the Kroll Ontrack IT Service Operations Team in providing support to users. Duties include:- Monitoring data center equipment such as CRAC units, UPS and Fire Suppression systems for alarms and escalate critical alarms using established procedures.- Assist with monitoring physical security of and access to buildings and data centers- Creation and maintenance of user profiles in Active Directory- Troubleshoot issues with Exchange/Outlook, VPN, Network connectivity and PC hardware/software- Troubleshoot issues with iPhone and Android mobile devices including Airwatch application support- Provides incident resolution and fulfills service requests to clients through direct phone call/email and Remote Desktop support applications such as Microsoft Lync, WebEx, and SCCM.- Provide incident resolution through HD Openview Service Desk application and escalation of incidents as necessary- Routing of service requests and incidents to appropriate IT Teams for resolution- Create and update Knowledgebase documentation and technical documentation.- Password resets
