· Provide advanced diagnostics at system, application and infrastructure level for the system.· Carry out root-cause analysis for major and recurring incidents and own the permanent fix.· Open and manage OEM back-to-back support cases under the same ticket and SLA clock.· Own configuration, firmware and software maintenance and coordinate manufacturer releases and upgrades.· Own the preventive-maintenance procedures and predictive monitoring for the system.· Maintain the design documents, SOPs and knowledge base; mentor and sign off Level-2 competence.· Provide technical assessment to the Change Advisory Board for changes to the system.· Maintain desktops and the TOC video walls, processors and displays; give TOC faults priority; calibrate AV.Requirements· Desktop-support certification (e.g. CompTIA/Microsoft); Barco/Extron or AV video-wall training.· ITIL Foundation.Experience. 4 or more years hands-on with the specific system in a comparable environment.Competencies· Deep product knowledge.· Diagnostic and root-cause skill.· OEM liaison.· Documentation and mentoring.Key performance indicators· Advanced-incident resolution within SLA.· RCA delivered within timeline.· Repeat-incident reduction.· Certification currency.· Provide advanced diagnostics at system, application and infrastructure level for the system.· Carry out root-cause analysis for major and recurring incidents and own the permanent fix.· Open and manage OEM back-to-back support cases under the same ticket and SLA clock.· Own configuration, firmware and software maintenance and coordinate manufacturer releases and upgrades.· Own the preventive-maintenance procedures and predictive monitoring for the system.· Maintain the design documents, SOPs and knowledge base; mentor and sign off Level-2 competence.· Provide technical assessment to the Change Advisory Board for changes to the system.· Maintain desktops and the TOC video walls, processors and displays; give TOC faults priority; calibrate AV.
· Provide advanced diagnostics at system, application and infrastructure level for the system.
··
· Carry out root-cause analysis for major and recurring incidents and own the permanent fix.
··
· Open and manage OEM back-to-back support cases under the same ticket and SLA clock.
··
· Own configuration, firmware and software maintenance and coordinate manufacturer releases and upgrades.
··
· Own the preventive-maintenance procedures and predictive monitoring for the system.
··
· Maintain the design documents, SOPs and knowledge base; mentor and sign off Level-2 competence.
··
· Provide technical assessment to the Change Advisory Board for changes to the system.
··
· Maintain desktops and the TOC video walls, processors and displays; give TOC faults priority; calibrate AV.
··