The Queue Manager/Administrator will be primarily responsible for the initial triage of incident tickets and infrastructure requests for the non-production server environment. He/she will work with the infrastructure support team to provide exceptional customer service to our IT clients by triaging tickets, responding to customer queries; coordinating server builds, and assisting with reporting. Other duties include light administration of servers, user provisioning, and ticket fulfillment. This individual will leverage past experience as a Windows & RHEL help desk/sysadmin, and technical knowledge to provide first level support.
• Manage inbound mailbox and provide customer service
•Triage tickets and work with non-prod support team to resolve.
•Work with manager and team to provide reporting on ticket volumes and team performance.
•Manage client escalations and follow-ups.
•Provide sysadmin functions for Windows /Linux servers
•Coordinate with external teams to provide delivery of new infrastructure.
•Ancillary duties may include provisioning server access, maintaining system documentation, and allocating mass storage space
•Update and maintain the allocated Incident / Problem / Change control tickets in line with the Customer processes and procedures.
•Management of client expectations and timely resolution of issues that may arise
•Provide “on call” support as needed for customer environments on weekends and after hours ( if required )
•Excellent communication skills, both written and verbal.
•System administration knowledge/experience.
•Strong ability to triage server incident tickets
•Strong analytical and troubleshooting skills
•Experience working in a team environment
•Demonstrated time management skills
•Experience supporting RHEL 5, 6, 7 and/or Windows 2008 and above
•Proficient in various MSOffice suite of tools