Tier 1 and Tier 2 Specialist Infrastructure Support
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Questions and Answers

What is one of the primary responsibilities of a Service Desk MENA member?

  • Overseeing the work of specialist staff
  • Developing regional IT capacity
  • Coordinating the work of local IT contractors
  • Managing resolution of escalated problems (correct)
  • What type of support does a Service Desk MENA member provide to the region?

  • Network infrastructure support
  • Software development support
  • Database management support
  • Notes Administration support (correct)
  • What is one of the ways a Service Desk MENA member contributes to the Regional IT team?

  • By implementing regional IT projects
  • By participating in regional strategy development (correct)
  • By developing regional IT strategy
  • By providing technical resources to the team
  • How often does a Service Desk MENA member travel to support Yemen offices?

    <p>At least 1 week minimum</p> Signup and view all the answers

    What is one of the responsibilities of a Service Desk MENA member in terms of regional IS information?

    <p>To update regional IS information</p> Signup and view all the answers

    What type of report does a Service Desk MENA member contribute to?

    <p>Regional IS Monthly report</p> Signup and view all the answers

    What is the primary responsibility of a Tier 1 and T2 Specialist Infrastructure Support member?

    <p>Participating in Tier 1 and Tier 2 support for third-level issues</p> Signup and view all the answers

    What is the role of a Tier 1 and T2 Specialist Infrastructure Support member in relation to WoW?

    <p>Championing newly delivered WoW</p> Signup and view all the answers

    What kind of assistance does a Tier 1 and T2 Specialist Infrastructure Support member provide to regional users?

    <p>Remote assistance and maintenance</p> Signup and view all the answers

    What is the role of a Tier 1 and T2 Specialist Infrastructure Support member in terms of corporate IS strategies and policies?

    <p>Implementing agreed Corporate IS strategies and policies</p> Signup and view all the answers

    What is the goal of a Tier 1 and T2 Specialist Infrastructure Support member in terms of regional IS-related contracts?

    <p>Ensuring cost-effectiveness of regional IS-related contracts</p> Signup and view all the answers

    What is the role of a Tier 1 and T2 Specialist Infrastructure Support member in terms of the Regional Service Desk?

    <p>Rotating as the lead regional technical contact and supporting technical staff</p> Signup and view all the answers

    Study Notes

    Tier 1 and Tier 2 Support

    • Participate in Tier 1 and Tier 2 support in the region for third-level issues
    • Provide remote assistance to regional users and remote maintenance to regional servers

    Project Delivery

    • Deliver all regional and organizational IT projects
    • Champion newly delivered WoW solutions

    Technical Expertise

    • Provide business-critical technical expertise using a unique knowledge set
    • Advise management on specialized areas of expertise
    • Offer specialist technical advice by Infrastructure teams in MENA and UK

    Communication and Collaboration

    • Communicate and influence widely with regional staff, the Regional IT team, and external contacts
    • Represent Oxfam externally at IT-related forums and associations

    Technical Support

    • Provide technical Regional Service Desk services and remote assistance to users to solve specific IT issues
    • Log all calls made to the Regional Service Desk with the correct level of detail to facilitate resolution
    • Answer all calls to the Regional Service Desk in a professional customer service-oriented manner
    • Solve Tier 1, Tier 2, and Specialist issues assigned

    Server and Services Management

    • Maintain regional servers and services
    • Provide Notes Administration support to the region
    • Provide AD and Windows server administration to the region

    Capacity Building

    • Assist the ISSM in developing regional IT capacity through training and support techniques
    • Undertake actual training as appropriate

    Resource Management

    • Manage technical resources and specialist staff, if appropriate, in the regional office
    • Oversee maintenance, purchase, and contracting of local services

    Reporting and Evaluation

    • Regularly update regional IS information in the OGN database
    • Contribute to the Regional IS Monthly report
    • Monitor and evaluate quality control of IT systems across the region
    • Identify and resolve underlying issues and reasons for problems

    Travel and Coordination

    • Spend a minimum of 1 week traveling to support all Yemen offices
    • Coordinate the work of local IT contractors in offices and oversee their work

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    Description

    This quiz assesses knowledge of Tier 1 and Tier 2 support in regional infrastructure, including delivering IT projects and providing remote assistance to users and servers. It also covers specialized technical advice and communication with management.

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