This is a 24x7x365 environment and the personnel must be flexible to work additional hours/days as needed. The Subcontractor shall perform the following work activities to provide system monitoring support: • Provide a single point of contact for the government • Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Monitor network performance (availability, utilization, throughput, and latency)
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide timely and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Check computer hardware (HDD, mouse devices, keyboards etc.) to ensure functionality
• Install and configure appropriate software and functions according to specifications
• Provide guidance to users on how to operate software and computer equipment
• Liaise with vendors and other IT personnel for problem resolution
• Reset passwords and unlock user accounts
• Provide documentation for daily, weekly and monthly CIO reports from ticketing system and databases
• Staging and preparing TACCOM LMR Equipment for shipment to the field for installation or replacement equipment with government oversight. • Under government direction, assist with the test laboratory on nonproduction systems by: setting up equipment, configuration, performing technical testing, disassemble and package equipment.
• Perform Motorola radio console password reset
• Support adhoc technical events and projects
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