Skills Required:

In depth Knowledge of IIS (Advanced)

Intermediate Knowledge of Windows OS

Intermediate knowledge of networking

Intermediate knowledge of WEB Security

In depth Troubleshooting skills

Excellent communication and writing skills

Intermediate knowledge of physical and or virtual hardware functionalities and design Other 3rd Party Software Knowledge will be plus:

SureSync Support Hours (Shift, Days of Week, Hours in EST): 24 x 7 x 365 days a year We rotate primary and secondary support between teams, offshore employees are required to support nights and weekend.

Baseline Volume Examples- SMC Support Tickets, SMS Service Now Requests, OPS view Alerts, Inbound calls, Other Critical Activities % Breakdown of each and % of Total

Service now support Tickets:20%

Service now work task Requests: 70%

Inbound calls: 10% Service Level Agreements (SLA's) Service Level Agreements 1. SLA SMC Work Task SLA are 72 hours 2. Description we assign analyst within 72 hours 3. Required Service Level 99% of the time we meet our SLA