At Eljay, the higly talented Level 2/ Tier 2 Support support engineers are hand picked from the state of the art CISCO, Ayava, Nortel and Microsoft technical centers. Level 2 support engineers are commited to deliver superior levels of customer services to Enterprise level, specifically through the acurate & timely diagnosis.

Advanced Monitoring, Notification and Rectification Services

• Advanced 24 x 7 monitoring services leading to automated alerts for customers through ticket openings and appropriate escalations
• Network maintenance activities during off hours
• Keep the customer well informed about their network outages and action taken
• Shift awareness of the handovers, schedule maintenances and pre notified outages
• Rectification of issues based on the opened tickets and escalations
• Identifying and troubleshooting Auto System generated network alarms
• Open tickets and escalate problems and issues to appropriate team for problem management within SLA

• Open tickets and escalate high end problems and issues to Level 3 for problem management within SLA
• Troubleshoot network alarms as escalated by the Level 1/help desk
• Provide appropriate update to the customer for escalated critical priority alarms and tickets
• Work on problem management tickets with vendors and service providers within SLA
• Problem Management utilizes information from the Incident Management, Fault Management and Change Management functions

Advanced Change Management (Cisco & Avaya)

• Advanced Change Management provides a method for implementing approved changes efficiently, cost-effectively, and with minimum risk to IT services and its underlying infrastructure
• Common sources of changes include incident and problem resolutions as well as software updates for managed devices
• Advanced configuration changes and devices management