About the Role
- Troubleshoot issues to resolve or escalate to resolver group specialists.
- Test for functionality, network connectivity, and access to Customer’s infrastructure as applicable.
- Obtain User acceptance of completion to close the Request/Incident.
- If a User does not acknowledge the completion after Excis attempts to contact the User to obtain acceptance 3 times (over 3 business days within the user’s time zone unless otherwise requested), then Partner will deem the Request/Incident completed and close the Ticket.
- IMAC/D – Install, Move, Add & Change / decommission.
- Hardware Break Fix – Troubleshooting and co-ordination with hardware vendor.
- Desk Side Support - Provides problem diagnosis and resolution for authorized operating systems and application software residing on Devices.
- Spares Management – Management of stock in dedicated sites.
- Printer Support – Basic H&E support and co-ordination with managed print se...
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